Job Description

Job Title: Lead Associate

1)

Overview

Executive - Service Desk will be primarily responsible for performing L1 Service Desk activities such as

Respond to customer inquiries, communicate with Customers, address customer issues

2)

Principal

Accountabilities

Primary

Responsibility

Supporting Actions

Service Delivery

Roles & Responsibilities:

Responsible for customer support through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).

Own incidents/issues end to end with minimum guidance.

Manage customer communications (verbal and written) with ability to switch between different countries and cultures (Americas, EMEA, APAC)

Recording, diagnosing, troubleshooting, resolving, & assigning incidents and service requests based on a defined scope of support.

Understanding and adherence to contractual goals and Service Level Agreements (SLAs).

Identify continuous improvement opportunities like automations, process optimizations in the work being performed.

Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.

Build proficiency in smallers workflows / modules areas and provide guidance to other team members.

Stay up to date with outage, knowledge update alerts that are communicated on a need basis.

Document known service request resolutions in the knowledge base.

Demonstrate flexibility in working in different shifts (24x7 operations).

Gain deeper understanding of business and impact of the work we are delivering, ability to do their tasks with minimal supervision and help juniors in their teams.






People Related Skills


Individual contributor role

Client facing experience

Coach junior resources

3)

Attributes

Required

Experience

Qualifications

Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 2)

2-3 years of prior work experience (preferably in service desk)

Technical Skills:

Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..

Experienced in 1 or more IT Service Management Tools (Service Now, JIRA etc.)

ITSM Certifications is a plus

Domain knowledge in any domain is a plus

Knowledge on basic workflows in any industry

Soft Skills:

Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests

Excellent 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 2)

Engineering campus hires (Tier 2 college)

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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 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.

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: 214581