Deloitte is hiring ServiceNow – Tech Support – Analyst. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.
About Deloitte
Deloitte is a multinational professional services firm that provides a range of services including audit, consulting, financial advisory, risk management, and tax services. Founded in 1845, Deloitte has grown to become one of the largest professional services firms in the world, with a presence in over 150 countries. Deloitte’s clients range from small businesses to some of the largest multinational corporations, and the firm is known for its expertise in areas such as technology, strategy, and human capital. With a strong commitment to innovation and social responsibility, Deloitte has established itself as a trusted advisor and a leader in the professional services.
Deloitte Recruitment 2023
| Company name | Deloitte |
| Website | www.Deloitte.com |
| Job Role | ServiceNow – Tech Support – Analyst |
| Work Location | Hyderabad, Telangana, India |
| Job Type | Full Time |
| Experience | 0-2 Years |
| Qualification | Bachelor’s degree in computer science, computer engineering, or related field. |
| Batch | Not Mentioned |
| Package | INR 4 – 8 LPA(Expected) |
Job Description
Technology Support Analyst
As a Technology Support Analyst, your primary responsibilities include providing premium-level Tax Application Support to both internal and external users through email, phone, and chat channels. Your role is vital in maintaining a client-centric culture while continuously striving for improvement and fostering employee engagement. Collaborating with product and development teams is essential to troubleshoot and resolve application issues promptly.
Your daily tasks involve monitoring queues to ensure customer prioritization aligns with our SLAs, participating in daily support meetings to communicate trends and gather user feedback for enhancement requests and deficiencies, and upholding service quality by enforcing organizational standards and policies.
You will also assist Support leadership in planning and implementing the Tax Transformation Support Strategy. Flexibility is key, as you may be required to work flexible shifts, including holidays and weekends, and occasionally travel (less than 10%).
Additional responsibilities encompass adhering to SLAs, such as response times for emails and chats, Average Speed of Answer (ASA) for calls, and more. Meeting set standards on metrics like Customer Satisfaction (C-SAT), Average Handling Time (AHT), First Call Resolution (FCR), schedule adherence, escalation thresholds, quality scores, and others is essential in this role.
Furthermore, client value addition, issue prioritization, VIP support, and assessing business impact are fundamental expectations for this position. You will be responsible for processing incoming service requests, incidents, and change requests while managing multiple support mailboxes and responding to emails promptly. Triage and troubleshooting of reported issues on all applications are part of your daily tasks, and you should report and record any new defects identified.
Effective communication with end users, including external client users, is crucial. This includes contacting Partners, Directors, and Senior Managers from client organizations. You will also troubleshoot and resolve technology-related issues on various platforms, such as MS Office and custom-built applications primarily on the Microsoft stack (ASP.NET, C#, Active Directory, and DPASS). Provisioning user accounts for external client users is another responsibility within your scope.
To excel in this role, you should have a strong passion for learning technical knowledge and be a quick learner. Providing top-notch customer service by obtaining, analyzing, and verifying information in a timely manner is pivotal. You should be ready to initiate corrective actions when necessary to ensure an excellent standard of service and high customer satisfaction.
The ability to work efficiently in a fast-paced, dynamic environment, adapt to changing business demands, and prioritize tasks is crucial. Exceptional attention to detail, relevancy, authenticity, and accuracy when gathering and organizing data, considering the end-user perspective, is paramount.
As an enthusiastic self-starter with a can-do attitude, you should consistently deliver a high level of performance. Working in a demanding, results-oriented global business environment with frequently changing priorities should not deter your commitment to excellence.
Technical Requirements:
- Bachelor’s degree in computer science, computer engineering, or related field.
- 0–2 years of experience.
- Proficiency in providing excellent customer service through phone, chat, and email.
- Excellent spoken English language proficiency.
- Proficiency with MS-Office applications.
- Preferred experience with ServiceNow and Azure.
- Exposure to application support and familiarity with ITIL framework.
- Excellent written and verbal communication skills.
- Previous customer service experience.
- Willingness to work in a 24*7 environment.
How to Apply?
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- Look for the apply link on the job listing page, usually located somewhere on the page.
- Clicking on the apply link will take you to the company’s application portal.
- Enter your personal details and any other information requested by the company in the application portal.
- Pay close attention to the instructions provided and fill out all necessary fields accurately and completely.
- Double-check all the information provided before submitting the application.
- Ensure that your contact information is correct and up-to-date, and accurately reflect your qualifications and experience.
- Submitting an application with incorrect or incomplete information could harm your chances of being selected for an interview.
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