Services Support Associate I, Contact Center
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
As a Services Support Associate I, Contact Center on the Finance Service Desk team, you will be responsible for providing internal application support to Deloitte professionals across multiple geographies.
Respond to calls, chats, webforms, voicemails, emails, and fax requests from Deloitte employees.
Analyze and resolve incidents and service requests involving application software and hardware, or escalate issues to the appropriate support team.
Document incidents and support requests in the customer relationship management tool and ensure tickets are closed or escalated appropriately.
Monitor ongoing issues, outages, and environment changes communicated through email and other internal channels.
Support performance expectations including customer satisfaction, contact quality, first call resolution, and schedule adherence.
The team
The Finance Service Desk (FSD) team provides internal business application support to Deloitte professionals across multiple geographies. The team helps resolve application and technology-related issues through a range of support channels while delivering a consistent service experience. Team members work in a fast-paced environment, collaborate across regions, and support service continuity for internal stakeholders.
Location: Hyderabad
Shift Timings: 11 AM to 8 PM
Qualifications
Required:
Bachelor of Science, Bachelor of Commerce, Bachelor of Computer Applications, another non-engineering graduate degree, or diploma
0-2 years of experience in help desk, contact center, service desk, or technical support
Experience using Microsoft Office applications, including Word, Excel, and PowerPoint
Experience troubleshooting computer hardware, software, internet connectivity, or application performance issues
Experience documenting incidents or service requests in a ticketing system or customer relationship management tool
Preferred:
Experience supporting users through multiple channels, including calls, chat, email, and webforms
Experience troubleshooting application access, software, or hardware issues
Experience working in a shift-based support environment
