Deloitte Recruitment Drive | Hiring Jr. Associate – IT Operations

Qualifications

• Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 3 or non-tiered)
• 6-18 months of prior work experience (preferably in service desk)

Technical Skills: Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..

Soft Skills:

• Basic troubleshooting skills to diagnose and resolve/address customer issues/requests
• Posseses required 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

Roles & Responsibilities:

• Entry level role with min of 6 month to 1 year of experience.
• Respond to customer inquiries through multiple channels – Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
• Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
• Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)
• Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.
• Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
• Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
• Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.
• Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
• Demonstrate flexibility in working in different shifts (24×7 operations).
• Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service