Role Summary
Deloitte USI is hiring a Services Support Associate, Contact Center for its Technology Support division in Hyderabad, Telangana. Operating in standard afternoon/evening shifts (2:00 PM to 11:00 PM), this role serves as the primary technical support contact for global Deloitte professionals. You will manage and resolve incoming voice and non-voice support interactions (calls, emails, chat, tickets) related to enterprise software, operating systems, hardware, access control, and network connectivity.
Key Responsibilities
- Multi-Channel Technical Support: Resolve end-user technical inquiries across voice, email, chat, voicemail, and self-service ticketing channels in a timely manner.
- Incident & Request Management: Analyze, troubleshoot, and resolve hardware, software, Windows 10, macOS, and access/identity issues, escalating unresolved tickets when required.
- System Documentation: Log and track detailed incident reports, troubleshooting steps, and final resolutions within Deloitte's ITSM and CRM case management systems.
- Outage Monitoring & SOP Compliance: Stay informed on ongoing network outages, system updates, and environment changes to apply correct troubleshooting protocols.
- Performance & SLAs: Consistently meet established team KPIs, including First Call Resolution (FCR), contact quality, Customer Satisfaction (CSAT), and schedule adherence.
Key Qualifications
- Education: Bachelor’s degree or Diploma in Computer Science, Electronics, Computer Applications, Commerce, or a related discipline.
- Experience: 0 to 4 years of experience in technical helpdesk, IT contact center, or customer support operations.
- Core Technical Competencies: Practical knowledge of Windows 10, macOS, PC hardware, basic networking, MS Office/Outlook, and incident management ticketing workflows.
- Communication & Shift Requirement: Strong oral/written English communication skills with willingness to work fixed afternoon/evening shifts (2:00 PM to 11:00 PM).
- Nice to Have: Prior experience supporting global enterprise users (Americas, EMEA, APAC regions) or contributing to internal knowledge base (KBA) documentation.
About Deloitte USI
Deloitte USI (United States India) provides professional services and technology capabilities to Deloitte Member Firms across the world, fostering a high-performance culture backed by continuous career development programs.