Analyst – Global Application Support - Deloitte Support Services India Private Limited
The candidate will leverage his/her 2 to 3 years of client services, customer service (customer care support), technical writing or IT project management experience with web-based applications to expedite the resolution of Deloitte Online Application issues while focusing on improving the overall support and quality processes.
Role Specific Responsibilities
· First & second line support to Global Applications
· Addressing Global Applications related Incidents, Service Requests & Problem tickets
· Process application administrative requests
· Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution
· Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues
· Provide guidance to the Regional Support Centers
· Will be involved in application transition calls.
· Will liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.
· Will actively participate in support / issues resolution conference calls with distributed team.
· Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues
· Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities
· Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents
· Coordinate trainings
· Create technical support documentation.
· Will require liaising with the vendor.
Qualifications
· Education (degree): Bachelor Degree or equivalent
· Other (Explain): College Diploma in Computer Science or equivalent industry experience
Years of Experience: 2-3 years
Location: Hyderabad
Desired skills and experience include
· Two – Three years technology support experience (Preferably from application support) .
· Working knowledge on SharePoint (preferable SharePoint 2013), Data base basics (Preferably SQL basics).
· Experience in working or supporting core SharePoint or SharePoint based applications will be preferred.
· Should have proven incident & program management record.
· Should have basic knowledge about MS Windows server administration & Networking.
· Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point
· Preferred - Microsoft Certified Professional, ITIL foundation certification.
· IT project management experience will be a Plus.
· Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.
· Should demonstrate flexibility by working “off hours” to accommodate calls in different time zones
· Should utilize effective communications with patience and customer service skills in situations with impatient users
· Will require effective time management skills
· Should be able to provide high quality service.
The team
At Deloitte, we’re all about collaboration. And nowhere is this more apparent than among our 2,000-strong internal services team. With our combined specialist skills, we provide all the essential support and advice our client-facing colleagues need, right across the firm. This enables them to focus all of their efforts on delivering the best service possible to their clients. Covering seven distinct areas; Human Resources, Clients & Industries, Finance & Legal, Practice Support Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe and deliver the Deloitte experience.
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.