Analyst – CXO
This CXO role is responsible for delivering comprehensive technology support across walk-up/end-user support operations. This position requires hands-on expertise with AV and videoconferencing equipment, cloud collaboration platforms, and end-user devices, as well as providing support for network connectivity, IT hardware, and business-critical applications. The role ensures seamless technology operations for both internal teams and external clients. The ideal candidate excels in communication, incident ownership, problem-solving, and process improvement; thrives under pressure; and demonstrates a strong commitment to confidentiality and exceptional service.
Scope clarity: This is a dual-support role - primary coverage for firm practitioners (end-user/IT Services via walk-up + ITSM) with regular support for client visits, meetings, and events (AV/VC readiness + live execution).
Work you’ll do
End User Support (Customer Experience / Walk-up operations | Practitioner support)
- Provide comprehensive end-user technology support across walk-up operations and CXO spaces, including Windows/macOS laptops, mobile devices, printers, docks, adapters, headsets, and peripherals; deliver L1/L2 troubleshooting and timely resolution.
- Serve as a primary point of contact for technology issues, delivering a high-touch, customer-first experience for internal stakeholders (practitioners) and external clients as applicable.
- Own live-site incident triage and restoration: assess impact/urgency, prioritize, escalate appropriately, drive restoration, and provide clear stakeholder updates with SLA accountability through closure.
- Log, track, and manage incidents/requests end-to-end in the ticketing/ITSM tool (e.g., ServiceNow): create/update/close, correct categorization, documentation, SLA tracking, user communications, and knowledge article creation aligned to ITIL incident/request/problem practices.
- Perform hands-on hardware diagnostics / break-fix coordination for laptops and peripherals (e.g., battery/charger/dock/peripheral failures), including coordinating OEM/vendor repair and ensuring device restoration.
- Provide application support for productivity and business-critical tools (e.g., Microsoft 365/Outlook/Teams, browsers, VPN/client configuration), and coordinate with resolver groups for L3 issues when required.
- Support user access tasks such as password resets and access requests, in line with firm policies and security standards.
- Perform basic network connectivity troubleshooting (Wi‑Fi/Ethernet/VPN) and coordinate with internal teams as needed for restoration.
- Support device provisioning/imaging and endpoint management exposure (e.g., Intune/Autopilot, Jamf or equivalent) including standard software installs and baseline endpoint security checks (e.g., MFA enabled, encryption/compliance posture) per policy.
- Support IT asset and peripheral management basics (asset tagging/record updates, spares tracking, issue/return swaps) aligned to IT Asset Management practices.
- Proactively document solutions, known issues, and process improvements to strengthen team knowledge and reduce repeat incidents.
- Drive customer experience outcomes (clear ETAs, proactive updates, empathy, professionalism) and contribute to improved user satisfaction.
Client Experience AV / VC Operations (Meeting rooms, events, VIP visits)
- Ensure setup, testing, health checks, and readiness of AV/VC equipment (microphones, cameras, projectors/displays, speakers, streaming devices) across all client experience spaces.
- Support room technology ecosystems such as Microsoft Teams Rooms (MTR) and/or Zoom Rooms (controllers, displays, cameras, mics/speakers) and troubleshoot end-to-end meeting room issues.
- Provide real-time support for meetings/webinars/virtual events (Teams/Zoom and other platforms), including rapid troubleshooting and recommending practical workarounds during live sessions.
- Conduct pre-event planning with clients/stakeholders to confirm requirements, run rehearsals as needed, and deliver the agreed technology experience on time.
- Coordinate with vendors and internal partners to resolve AV/room issues, manage escalations, and ensure service continuity during high-profile events.
- Maintain strict confidentiality in client-facing environments and remain composed and effective under pressure during executive/VIP engagements.
- Collaborate closely with the Client Experience team and internal technology teams across all USI offices ensuring timely resolution and clear communication throughout the process.
- Interact with US/USI counterparts to stay updated on ongoing processes and new changes, ensuring consistent standards are maintained across the board to deliver a uniform client experience.
- Adhere to firm policies, including data privacy, secure handling, and retention requirements while troubleshooting; do not copy/store data unnecessarily and use only approved methods for any required transfers.
- Remain flexible with work hours, including working in shifts, weekends, and outside standard business hours as required for event preparation or urgent support needs.
Required Technical Skills
- Hands-on experience supporting and troubleshooting end-user hardware (laptops/desktops, printers, peripherals) including structured diagnostics and restoration.
- Strong experience supporting both Windows and macOS devices (setup, configuration, troubleshooting).
- ITSM/ticketing execution (ServiceNow or similar): ticket lifecycle management, categorization, SLA monitoring, customer updates, and knowledge article creation; familiarity with ITIL incident/request/problem concepts.
- Experience running meetings/webinars and troubleshooting L1/L2 incidents related to virtual event platforms such as Zoom, Teams; ability to recommend technical workarounds during live sessions.
- AV/VC capability: experience supporting AV/VC systems and meeting rooms; familiarity with MTR/Zoom Rooms is preferred.
- Familiarity with network connectivity basics (Wi‑Fi, Ethernet, VPNs) and ability to perform basic network troubleshooting.
- Exposure to endpoint provisioning/management tools (e.g., Intune/Autopilot, Jamf or equivalent) and baseline endpoint security hygiene (e.g., MFA, encryption/compliance posture).
- Working knowledge of IT Asset Management (ITAM) fundamentals (asset tagging/records, inventory hygiene, spares/peripheral lifecycle support).
- Strong documentation skills for recording technical procedures and solutions.
- Basic understanding of IT security, data privacy, and confidentiality best practices in a client-facing environment.
- Certifications in AV, ITIL, Networking, Microsoft or related is a strong plus.
Qualifications
- Bachelor’s degree (BE/B.Tech) or MCA / M.Sc. (IT) (or equivalent relevant qualification).
- Minimum 1–2 years of experience in technology and end-user support (walk-up/desk-side/IT operations) or a similar technology support role (3+ years preferred).
- Prior experience in a customer-facing or client service environment is highly preferred.
- Excellent verbal and written communication skills, with the ability to interact confidently with users at all organizational levels.
- Ability to work effectively under pressure and manage multiple priorities.
- High level of professionalism, discretion, and commitment to maintaining confidentiality.
- Willingness to work flexible hours, including shifts, weekends, and outside standard business hours as needed.
The team
The CXO (Customer Experience Organization) team is dedicated to building strong relationships with our customers to understand their unique needs. By delivering a seamless technology experience through innovative, sustainable, and tailored solutions, along with world-class support, we aim to drive significant business value. Our teams collaborate and gather feedback from multiple sources to advocate and provide advice with a holistic view of our business needs. We work across all service areas within Deloitte Technology-US to help bring this vision to life.
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.
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.
Our people and culture
Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges.
Professional development
From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.