Summary

Position Summary

Global Tax & Legal Support

The team provides world-class and round the clock technical support for digital applications to clients and practitioners globally. We currently provide support for 20 priority digital applications which includes “Global Intela” and other global applications.

Role Description (Associate Services Specialist)

This position is responsible for providing Service Support for various software applications, with a high degree of customer satisfaction, expertise, accuracy and timelines. Keep users informed about their Incidents’ status at agreed intervals. Log all Incident/Service Request details & functions as the first point of contact for users.

What You’ll Do

Customer handling skills – Call etiquettes
End to End ticket management
Basis ITIL concepts of Incident, problem & change management is 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 standard on metrics like C-SAT, AHT, FCR,



schedule adherence, escalation threshold, quality scores, & etc. Zero RED light calls for entire year. Understanding on above metrics is mandate
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 recent defects on all applications.
Communicate with end users including external (non- Deloitte) client users, this includes contacting Partners, Directors and Senior Managers from client organization
Troubleshoot and resolve technology related issues on technologies such as MS Office, and custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and DPAS

📌 Intela Support (Hyderabad)
🏢 Deloitte
📍 Hyderabad