Job Overview:

We are looking for a client-focused Application Support professional to deliver support for Canadian member firm users including Canadian and USI users across all business groups working on Azure virtual desktop infrastructures (VDIs) and Canadian laptops.

In this role, you will quickly assess and prioritize multiple user needs, support identity and access management activities, and handle access management requests, including creating and maintaining email distribution lists, security groups, shared mailboxes, and public folders, as well as receiving and assessing generic mailbox requests.

You will coordinate with internal teams to drive timely ticket resolution and help manage information structures by providing access and migrating data within firm-approved information management tools in alignment with guidelines.

This position requires excellent communication, negotiation, interpersonal, and client service skills, and may include on-call coverage and occasional weekend or holiday work during peak periods.

Work you will do:

·       Provide application support for users working on Azure virtual desktop infrastructures (VDIs) and Canadian laptops.

·       Deliver support to Canadian and USI users across all business groups for the Canadian member firm.

·       Rapidly assess, triage, and prioritize multiple user requests to meet service expectations.

·       Create and maintain email distribution lists, security groups, shared mailboxes, and public folders.

·       Coordinate and interact with other teams/departments as needed to progress and resolve tickets.

·       Manage information structures by provisioning access and migrating data across firm-approved information management tools in alignment with guidelines.

·       Receive, review, and route generic mailbox requests to the appropriate path for action.

·       Help organize and manage information based on user needs and available information management tools at Deloitte.

·       Provide on-call coverage during busy seasons and support occasional weekends/holidays during peak workload periods.

·       Apply strong communication, negotiation, interpersonal, and client service skills to deliver a high-quality support experience.

Work location: Hyderabad

Shift Timings: (Rotational: Mon-Fri) 11.00am – 8.00pm, 2.00pm – 11.00pm, 6.00pm – 3.00am

The team

Is an integral part of the Information Technology Services group. The principle focus of this organization is the development and maintenance of technology solutions that e-enable the delivery of Function and Marketplace Services and Management Information Systems.

The team develops and maintains solutions built on varied technologies. It has various groups which provide the best of the breed solutions to the clients by following a streamlined system development methodology. It comprises of groups like Usability, Application Architecture, Development and Quality Assurance and Business analysis teams.

Skill set/Qualification:

• Bachelor’s degree in business administration, information technology, computer science, or related field.
• Excellent organizational and communication skills. Must have strong interpersonal skills, presentation skills, and ability to work productively with all levels in a global organization.
• Expert problem solver - Finding simple answers to complex questions or problems. 

Project Skills:

• Incident, request, and ticket management (triage, prioritization, SLA focus)
• Cross-team coordination and stakeholder management for ticket resolution
• Identity and access provisioning coordination (IAM requests)
• Information management support activities (structure management, data migration)

Leadership Skills:

• Rapid prioritization and decision-making across multiple user needs
• Cross-functional coordination and collaboration across teams/departments
• Stakeholder communication and expectation management
• Client service orientation and relationship management
• Negotiation and conflict resolution to drive ticket closure
• Planning and reliability for on-call/peak-period coverage
• Organization and governance mindset for information management and access controls