Analyst– Webforms - Deloitte Support Services India Private Limited
Organisation Summary
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 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.
About Team & work you’ll do
Webforms Team is a L1 support team that works on the ‘webforms’ which are a result of issues reported by the customers using self-service portal-My Support.This opportunity allows you to bring your experience to support enhancing webforms submitted via self-service portal.To help us enhance the webforms support capability within Deloitte ITS, we are looking for an Analyst with extensive experience in technical troubleshooting who can drive them to resolution independently.
Responsibilities
· Handling webforms generated by users submitting self-service queries - Using Genesys Cloud & ServiceNow
· Incident and Request handling
· Proactive, Problem-Solving skills and display ownership characteristics
· Multitasking and capable of working in a fast-paced environment adhering to shift timings
Location: Hyderabad
Work shift Timings (IST): 1:00 PM to 10:00 PM / 2:00 PM to 11:00 PM (8:30 AM to 5:00 PM UK Time) with extended support (Weekends/Holidays) as required by business.
Qualifications
· Bachelor of Engineering / Bachelor of Technology / Graduate
· 2+ years’ experience in a similar role and Enterprise organisation.
Requirements
- Strong communication & presentation skills.
- Extensive knowledge of ServiceNow in ticket management and data extracts/dashboard presentation.
- Strong knowledge of Windows technical troubleshooting including Macs, Mobile Devices, iPads.
- Experience at service desk providing support across various channels including phone support.
- MS office suite efficiency
- Thorough understanding of IT Infrastructure areas and platforms (Exchange, Teams, Zoom, Intune, SharePoint, SQL Services, Security Ops, End User Technologies (EUT))
- Provide L1 troubleshooting / resolution for SME teams
- Experience on product-based support
- Hands-on experience in Active Directory, Microsoft Identity Manager, CyberArk platforms.
- Ownership of issues to improve customer experience.
- Understanding of the CSI process.
- Full understanding of the full stack of support levels.
Desirable
- ITIL Foundation v3/v4
- Added experience to work using Genesys Cloud tool.
- Identifying and supporting the automation of manual Monotonous processes.
- Experience on Knowledge Base management
- Experience in data visualization, Office365, Macs
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 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.