Technology Support Associate Analyst-Deloitte Support Services India Private Limited
Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Technology Team differentiates itself from other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative. The technology Team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.
Work you’ll do
To assist Deloitte employees with technical problems over the phone in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issues on the call, but they recognize that there are some issues that can only be resolved by teams outside the Call Center. Our customers are very computer literate, and accuracy of information is a high priority.
• Excellent knowledge of Microsoft Technologies such as Outlook 2016, Office 365, and Office 2016, working and troubleshooting experience of Hybrid Environment of On-Prem and Exchange Online.
• Knowledge of Active Directories such as password reset, Account management, Mailbox, and DL management.
• Good to have experience in working on MS Teams, One Note and One Drive for Business, knowledge of Windows Azure functionality for Mobile Device Management will be added advantage
• Should have Knowledge of Microsoft Skype for Business technologies to set up Skype meetings Ad-hoc or planned.
• Exceptional knowledge of performance optimization of Windows laptops, including reconfiguration, maintenance, and/or upgrades
• Should possess most updated Knowledge Smartphone OS such as Android and iOS, Email sync on PDA, Hotspot configuration and troubleshooting
• Should provide technical resolution or troubleshooting to the Customers for laptop, printer, MFD, and other hardware peripherals
• Good Knowledge of Networking and Internet connectivity issues for desktop & portable systems is a must
• All applicants must be flexible to work in a 24/7 schedule with split shifts, split week offs, and weekend working
• Should be extremely flexible to support our customers from multiple time zones
• Excellent verbal and written communication.
• Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats, and voicemail) with end-users.
• Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call
The resolution, Schedule Adherence, and participation in individual/group coaching sessions.
Location- Hyderabad
Shift Timing- 24*7
Qualifications
Required: Any Graduate
Excellent written, verbal, listening, analytical skills.
Easily grasp and communicate complex ideas.
Excellent problem-solving skills.
Knowledge of MS Office 2010, 2013 including Outlook.
Knowledge of computer hardware and software.
Knowledge of Operating Systems like Windows 10 and macOS.
Knowledge of networks and the internet.
The team
Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients.
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