Position Summary:
Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization. Work you'll doAs a Technology Support Specialist, you will provide premium level support by responding to end user inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests. Log and track incidents/requests from identification through resolution in incident management software. Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
Responsibilities include:- Provide premium-level technical application support via email, phone, and chat, to both internal and external users.
- Maintain all application SLAs and respond to users via a ticketing system for incident management.
- Respond to end user support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
- Log and track incidents/requests from identification through resolution in incident management software.
- Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
- Collaborate with application development/infrastructure resources to resolve incidents/requests.
- Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
- Document resolutions and internal procedures and update knowledge articles.
- Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
- Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
- Provide after hours and on-call support as needed.
- The team
- Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.
Qualifications
Required:
Bachelor's degree in information technology, computer science, or related field 2+ years of experience as a Technical Application Support Analyst Must have excellent written and verbal communication skills Experience with incident tracking systems such as Service NowExperience with MS Office suite Experience working with end users (clients) to resolve their support incidents Ability to work flexible shifts to include late night shifts, holidays, and weekends Experience working successfully with onshore and offshore teams Experience with SharePoint for building/ maintaining knowledgebase entries Ability to prioritize tasks and flexibility to work on multiple assignments Excellent customer service and communication skills Preferred: Knowledge of TaxBilingual fluency in English and Spanish, including strong written and verbal communication skills, is preferred. Limited immigration sponsorship may be available. Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. 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 ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' 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 people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. 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: 368434 Job ID368434Same job available in 25 locations
