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GCC-FSD- Analyst- Hyderabad

Deloitte -
Hyderabad, Telangana

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Job details

Qualifications

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Microsoft Powerpoint
Microsoft Word
CRM software
Microsoft Excel
Software troubleshooting
Call center
B.Sc
B.Com
Technical support
Microsoft Office
Finance
Science
Bachelor's degree
Computer hardware
Computer Applications
Diploma
Leadership
BCA
Help desk

Full job description

Services Support Associate II, 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 II, 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 incoming 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 CRM 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, other non-engineering graduation 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
Knowledge of computer hardware, software, internet connectivity, and application performance
Experience documenting incidents or service requests in a ticketing 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

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our 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 ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India.

Benefits to help you thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 352047

Apply Now

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