Finance Service Desk (FSD) - Associate Analyst/ Analyst
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. The FSD team is an internal support line for Deloitte employees for multiple Geographies for Business Application Support. We support all types of calls concerning problems with business applications. FSD team differentiates itself from other Call Centers by way of its work culture which encourages delivering distinctive service and the Rewards and Recognition programs which encourage taking initiative. FSD expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be flexible to change.
Work you’ll do
In this help desk position, you will be required to answer and resolve incoming calls, chats, webforms, Voicemails, emails & Fax from Deloitte employees situated globally. It might involve either direct resolution of the problem or escalation to another team.
Key Responsibilities:
- tickets, chats and voicemail) with end users.
- • Analyze and resolve incidents and service requests regarding use of application software or hardware.
- • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
- • Should have basic knowledge about computer software and hardware.
- • Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
- • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions.
- • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude
- . • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- • Should be flexible to work in different shifts as ISS-Business works 24 x 7.
- • Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
- • Adheres to Code of Ethics, Vision, Mission and Core Values.
- • Ability to switch between different countries and cultures (Americas, EMEA, APAC)
Required Skills:
- •Excellent written, verbal, listening, analytical skills.
- •Easily grasp and communicate complex ideas. Excellent problem-solving skills.
- •Knowledge of computer, Internet connectivity and application performance are required.
- •Familiarity with Microsoft Office applications, especially Word, Excel and PowerPoint.
- •Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests
Location: Hyderabad
Work shift Timings: 11 AM to 8 PM
Qualifications
B.Sc/B.Com/BCA/ ( Other non-engineering graduation/Diploma: 0-2 yrs.
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.
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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. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.
Our purpose
Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact.
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.