IT Ops- Lead Jr. Associate

Summary

Position Summary

JobTitle: Lead Jr. Associate

• Overview
  
  

Executive –Service Desk willbeprimarilyresponsible for performingL1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues

• Principal Accountabilities
  
  

Primary Responsibility

Supporting Actions

• Service Delivery
  
  

Roles & Responsibilities:

• Entry level role with min of 6 month to 3 years of experience.
• Respond to customer inquiries through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
• Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
• Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)
• Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.
• Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
• Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
• Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.
• Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
• Demonstrate flexibility in working in different shifts (24x7 operations).
• Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
• People Related Skills
• Individual contributor role
• Attributes Required
  
  

Experience

Qualifications

• 6-36 months of prior work experience (preferably in service desk)
  
  

Technical Skills:

• Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
  
  

Soft Skills:

• Basic troubleshooting skills to diagnose and resolve/address customer issues/requests
• Possesses required communications skills both verbal and written.
• Work hour flexibility
• Agility and positive attitude for learning
• Team player with mindset to share knowledge, maintain transparency and grow together with team.
• Agility for quick learning
• Problem-solving skills
• Analytical skills
• Work hour flexibility
• Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 3 or non-tiered)
  
  

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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.

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.

Requisition code: 198765