Role Description (Analyst)

This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines. Keep users informed about their Incidents’ status at agreed intervals. Log all Incident/Service Request details & functions as the first point of contact for users.

What you’ll do

·         Customer handling skills – Call etiquettes

·         End to End ticket management

·         Basis ITIL concepts of Incident, problem & change management is must

·         Experience in managing voice & non-voice support (Calls, chats & email)

·         Adhering to SLAs like response time of an email & chat. ASA for calls & etc.

·         Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for entire year. Understanding on above metrics is mandate

·         Client value add, prioritization of issues, VIP support and calculating business impact are basic expectations from the person who would work in this role

·         Process incoming service requests, incidents and change requests and formulate appropriate response

·         Manage multiple support mailboxes and respond to emails

·         Triage and troubleshoot issue(s) reported on all applications.

·         Report and record any new defects on all applications.

·         Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization

·         Troubleshoot and resolve technology related issues on technologies such as MS Office, and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and DPASS)

·         Provision user accounts for external (non- Deloitte) client users

Qualifications

The ideal candidate should:

·         Comfortable to work in 24*7 environment (rotating shift changes up to every month):

Ø  5:30 AM – 2:30 PM IST,

Ø  2:00 PM – 11:00 PM IST

Ø  9:00 PM – 06:00 AM IST

·         Have passion on technical knowledge learning and be a quick learner

·         Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of information in a timely manner

·         Initiates and/or implements corrective action as needed, in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained

·         Have demonstrated ability to work in a fast-paced, dynamic environment, prioritizing work and adjusting to changing business demands

·         Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability to structure, organize and synthesize data quickly with the end-user perspective in mind.

·         Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.

·         Exceptional attention to detail and willingness to work in a demanding and results-oriented global business environment with frequently changing priorities.

·         Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and adhere to strict internal quality assurance processes.

Technical Requirements:

Any Graduate        . 

0-1 year experience 

Excellent Customer service (Phone / Chat / Emails)

Excellent spoken English Language proficiency

Proficient with MS-Office

ServiceNow experience preferred

Exposure to application support, ITIL framework etc.

Excellent written & verbal skills

Customer Service experience

Comfortable to work in 24*7 environment