CXO – End User Support

A person having high aspirations and passion to provide Technology support to accomplish their vision in Deloitte. CXO is the vital point of contact for all IT related incidents and service requests. Ability to demonstrate and communicate effectively with a wide variety of people in a dynamic, fast-paced environment, which provides services in a professional manner, through email, phone, in person (Walk-in Customers). You need to be a highly motivated team player with the skills and ability to manage ambiguity.

Work you’ll do

·       Focus on delivering world class customer service to every customer coming to the ITS Walk-up.

·       Provides Hardware and Application Support. Asset management and tracking of hardware and software. This duty requires knowledge of existing processes.

·       Install and configure firm-standard images on laptops & desktops.

·       Interface with outside customers and vendors as required.

·       Follow the direction of immediate supervisors or managers to implement new technology.

·       Provide after-hours emergency support on a rotational basis as outlined per ITS service level agreements.

·       Provides Mobile Device deployment & support; activities include Technology support guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution.

·       Grows relationships with business users at all levels in the organization. Promotes ITS services, engages customers to understand business needs and maintains ownership for problem resolution. Maintains other technology related updates to enhance the customer relationship.

·       Adhering to existing processes. Documents problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets. Adheres to policy and Service Level Targets (SLT’s) through accurate recording of service activities, asset transactions, data retention, and PC compliance activities. Performs password resets and workstation management in Active Directory.

·       Supports and provides training for Audio/Video Conference equipment throughout the office. This would include various projection equipment, Daily check and event startup and support of Video Conference Systems (Television/Cable systems).

·       Assists infrastructure teams (LAN, WAN, Telephony) where local hands-on activities are required.

The team

CXO team is proud to be part of Deloitte’s Information Technology Support Services spread across Hyderabad, Mumbai, Bengaluru, Delhi, Pune, Kolkata and Chennai. This team is responsible for accomplishing various Technology support tasks at the ITS walk-up to deliver world class Technology support. This team takes care of new hire laptop setup, End of Lease activity, PDA support, Printer support & VC support at local offices.

Qualifications

Required:

·       B. Tech, BE & Engineering Graduates

·       Technical troubleshooting, Strong Microsoft Office (Outlook, Word, Excel, Power Point, Teams), Zoom, Windows and MAC operating systems, mobile device hardware and software, networking, video conferencing, Audio/Video, Telephony equipment, Active Directory administration will be an advantage.

Preferred:

·       ITIL – Certification

·       Microsoft MCITP – Certification