Application Support Analyst

About Deloitte

Deloitte Tax Services India Private Limited (“Deloitte Tax in India”) provides support through the tax transformation taking place in the marketplace. 

Your role

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.
Responsibilities:

• Customer handling skills – Call etiquette 
• End to End ticket management
• Basis ITIL concepts of Incident, problem & change management is a 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 the set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, &, etc. Zero RED light calls for an entire year. Understanding on above metrics is a 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 an 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 the 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

Training, Development & Rotations

The professional services industry typically requires a unique skill set. Above all, they need to be responsive to a rapidly changing business landscape, and open to learning and growing. Given the pace of change and disruptive technologies being developed every day, the company wants all its professionals to be dedicated to developing themselves. Deloitte provides them with opportunities for continuous learning based on the 4Es:

• Education: Formal learning
• Experience: Experiential, project-based development roles and activities
• Exposure: Learning through networks, communities of practice, and peer/mentor relationships
• Environment: Resources and tools that reinforce and extend the learning

Salary & Benefits

The annual salary for this role will range from INR 4.8 to 6.5 LPA. (Source: Ambition Box).  some of the benefits and programs provided by the company to support its employees and their family’s well-being needs are:

• Paid time off and holidays
• The sabbatical program lets the professionals request leave and provides them with an opportunity to follow their passion in support of key community initiatives
• Refresh and renew themselves to help increase their effectiveness, creativity, and productivity
• Parental leave
• Medical insurance

For more details on benefits click on read more 

Career Progression

Deloitte has invested a great deal to create a rich environment in which its professionals can grow. And, as a part of the company's efforts, they provide its professionals with a variety of learning and networking opportunities.

• Includes exposure to leaders, sponsors, coaches, and challenging assignments. It helps to accelerate their employee’s careers along the way. 
• The company also provides a wide range of resources including live classrooms, team-based learning, and eLearning. 
• Deloitte supports its employee's progression through a well-defined career path by providing challenging assignments, mentoring, and targeted training. 
• Recent postgraduates begin as a consultant. The career path from there is to senior consultant, then manager, senior manager, and onto a path to director or partner, or principal.

Work-Life Balance

Deloitte provides a good work-life balance by providing a flexible work environment. The company operates five days a week. It has a good Inclusive work environment and provides the opportunity for all its employees, globally to work flexibly with work-from-home options.

Culture & Vibe

Deloitte's positive and supportive culture encourages its people to do their best work every day. They celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that help them be healthy, centered, confident, and aware. The company offers well-being programs and is continuously looking for new ways to maintain an inclusive culture, invite authenticity, leverage its diversity, and where its people excel and lead healthy, happy lives. The People and Culture make Deloitte a place where leaders thrive.

About You

Qualifications

The ideal candidate should:

• Comfortable working in a 24*7 environment (rotating shift changes up to every month):
  • 5:30 AM – 2:30 PM IST,
  • 2:00 PM – 11:00 PM IST
  • 9:00 PM – 06:00 AM IST
• Have a passion for technical knowledge learning and be a quick learner
• Provides customer service support to the organization by obtaining, analyzing, and verifying the accuracy of the prompt timely  manner
• Initiates and/or implements corrective action as needed, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
• Have demonstrated the 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 consistently 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 of 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 working in a 24*7 environment

How To Apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be submitted directly.

The primary recruitment process for freshers includes:

• Written Test
• Versant Test
• Group Discussion /JAM Test
• Interview Process
  • Technical Interview
  • HR Interview