Service Support Analyst Job in Hyderabad at Deloitte

Deloitte is hiring for the role of Service Support Analyst!

Responsibilities of the Candidate: 

• Customer handling skills – Call etiquettes
• End to End ticket management
• Basis ITIL concepts of Incident, Problem & Change Management is a must
• Experience in managing voice & non-voice support (Calls, chats & email)
• Adhering to SLAs like response time of an email & chat, ASA for calls, etc.
• Performing as per set standards on metrics like C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores, etc. Zero RED light calls for entire year. Understanding of above metrics is mandatory
• Client value add, prioritization of issues, VIP support, and calculating business impact are basic expectations from the person who would work in this role
• Process incoming service requests, incidents, and change requests and formulate appropriate response
• Manage multiple support mailboxes and respond to emails
• Triage and troubleshoot issue(s) reported on all applications
• Report and record any new defects on all applications

Requirements:

• 0–2 years’ experience
• Excellent Customer service (Phone / Chat / Emails)
• Excellent spoken English Language proficiency
• Proficient with MS-Office applications
• ServiceNow experience preferred
• Azure experience preferred
• Exposure to application support, ITIL framework, etc.
• Excellent written & verbal skills
• Customer Service experience