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IT Ops-Jr. Associate

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Deloitte

Dec 10

  • Job
    Full-time
    Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1

AI generated summary

  • You need 6-18 months of service desk experience, strong communication skills, basic troubleshooting, Microsoft Office knowledge, flexibility for shifts, and a positive, team-oriented attitude.
  • You will handle customer inquiries across various channels, troubleshoot issues, ensure SLA adherence, report progress, and maintain technical accuracy while providing excellent client service.

Requirements

  • Entry level role with min of 6 month to 1 year of experience.
  • Respond to customer inquiries through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
  • Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service.
  • Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC).
  • Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.
  • Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
  • Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
  • Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.
  • Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
  • Demonstrate flexibility in working in different shifts (24x7 operations).
  • People Related Skills.
  • Individual contributor role.
  • 6-18 months of prior work experience (preferably in service desk).
  • Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint).
  • Basic troubleshooting skills to diagnose and resolve/address customer issues/requests.
  • Possesses required communications skills both verbal and written.
  • Work hour flexibility.
  • Agility and positive attitude for learning.
  • Team player with mindset to share knowledge, maintain transparency and grow together with team.
  • Agility for quick learning.
  • Problem-solving skills.
  • Analytical skills.
  • Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 3 or non-tiered).

Responsibilities

  • Respond to customer inquiries through multiple channels - Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
  • Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
  • Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)
  • Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.
  • Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
  • Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
  • Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.
  • Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
  • Demonstrate flexibility in working in different shifts (24x7 operations).
  • Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
  • Individual contributor role

FAQs

What is the main responsibility of a Jr. Associate in IT Ops?

The main responsibility is to perform L1 Service Desk activities, which include responding to customer inquiries, addressing customer issues, and communicating effectively with customers across multiple channels.

What is the required experience for this position?

The position requires a minimum of 6 months to 1 year of prior work experience, preferably in a service desk role.

What technical skills are needed for this position?

A basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint) is needed for this role.

Are there specific soft skills required for this job?

Yes, candidates should possess basic troubleshooting skills, effective communication skills (both verbal and written), problem-solving abilities, and a positive attitude toward learning.

Is there a specific educational qualification needed for this position?

Candidates should be non-engineering graduates, such as those with degrees in Sciences, BSC-IT, or BCA, preferably from Tier 3 institutions or non-tiered colleges.

What type of work schedule can we expect?

The role involves flexibility in working different shifts as it operates 24x7.

Will there be opportunities for professional development?

Yes, Deloitte offers various opportunities for professional development, including on-the-job learning, leadership opportunities, and formal development programs.

What is the company culture like at Deloitte?

Deloitte fosters a diverse, equitable, and inclusive culture that empowers employees to contribute their unique perspectives, encouraging creativity and collaboration to solve complex challenges.

What benefits do employees receive at Deloitte?

Deloitte offers a broad range of benefits to its employees, emphasizing the value they place on their workforce.

How does Deloitte support its purpose within the community?

Deloitte's purpose is to make a meaningful impact by creating trust and confidence in a more equitable society, focusing on sustainability, equity, and trust through their core commitments.

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Deloitte

Consulting
Industry
10,001+
Employees
1845
Founded Year

Mission & Purpose

Deloitte, as one of the Big 4 global professional services firms, offers a comprehensive range of services including audit, tax, consulting, and advisory solutions to clients worldwide. Their ultimate mission is to deliver exceptional value to their clients by helping them navigate complex challenges, achieve sustainable growth, and stay ahead in an ever-changing business landscape. Deloitte's purpose lies in making an impact that matters and contributing to the success and well-being of their clients, people, and communities. With a team of skilled professionals and a commitment to innovation and collaboration, Deloitte strives to shape the future of business and create positive, lasting outcomes for their stakeholders.

Culture & Values

  • Lead the way

    We are not only leading the profession, but also reinventing it for the future. We are also committed to creating opportunity and leading the way to a more sustainable world.

  • Serve with integrity

    By acting ethically and with integrity, we have earned the trust of clients, regulators, and the public. Upholding that trust is our single most important responsibility.

  • Take care of each other

    We look out for one another and prioritize respect, fairness, development, and well-being.

  • Foster inclusion

    We are at our best when we foster an inclusive culture and embrace diversity in all forms. We know this attracts top talent, enables innovation, and helps deliver well-rounded client solutions.

  • Collaborate for measurable impact

    We approach our work with a collaborative mindset, teaming across businesses, geographies, and skills to deliver tangible, measurable, attributable impact.

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