Associate IT Support Analyst Job in Hyderabad at Deloitte

Deloitte is hiring for the role of Associate IT Support Analyst!

Responsibilities of the Candidate:

• Handle customer interactions with proper call etiquette.
• Manage voice and non-voice support (calls, chats, and emails).
• Communicate with end users, including external client users (Partners, Directors, Senior Managers, etc.).
• Provide VIP support, prioritize issues, and assess business impact.
• Manage end-to-end ticket lifecycle.
• Process incoming service requests, incidents, and change requests.
• Apply ITIL concepts: Incident, Problem, and Change Management.
• Ensure adherence to SLAs (email/chat response time, ASA for calls, etc.).
• Perform against key metrics such as CSAT, AHT, FCR, schedule adherence, escalation threshold, and quality scores.
• Maintain Zero Red Light Calls throughout the year.
• Manage multiple support mailboxes and respond promptly.
• Triage and troubleshoot issues related to applications and systems.
• Troubleshoot and resolve technology-related issues involving:
• MS Office
• ASP.NET
• C#
• Active Directory
• DPASS
• Other Microsoft-stack applications
• Report and record new defects across applications.
• Provide user account provisioning for external (non-Deloitte) client users.

Requirements:

• 0–2 years of experience.
• Excellent customer service skills (Phone / Chat / Email).
• Strong spoken English proficiency.
• Excellent written and verbal communication skills.
• Proficient in MS Office applications.
• Experience with ServiceNow (preferred).
• Experience with Azure (preferred).
• Exposure to application support and ITIL framework.
• Prior customer service experience.