Role Specific Responsibilities

·       First & second line support to Global Applications

·       Addressing Global Applications related Incidents, Service Requests & Problem tickets

·       Process application administrative requests

·       Responsible for engaging and interacting with the Deloitte Global Applications support teams with a focus on expediting issues resolution

·       Will escalate, coordinate and communicate regularly with the Deloitte program teams (BA, QA, Project Mgt., Deployment) to ensure subject matters experts are engaged to efficiently resolve issues

·       Provide guidance to the Regional Support Centers

·       Will be involved in application transition calls.

·       Will liaison with Deloitte program teams to contrive & build scope, escalation matrix and other functional & operational documentation.

·       Will actively participate in support / issues resolution conference calls with distributed team.

·       Will direct full lifecycle of issues resolution from initiation of the issue to completion with prompt and courteous follow up to the initiators of the issues

·       Will provide periodic issues and resolutions status reporting to identify trends and potential improvement opportunities

·       Will leverage technical writing skills and experience in the documentation of process workarounds and will refine the Deloitte issues knowledgebase and frequently asked questions documents

·       Coordinate trainings

·       Create technical support documentation.

·       Will require liaising with the vendor.

Qualifications

·       Education (degree): Bachelor Degree or equivalent          

·       Other (Explain): College Diploma in Computer Science or equivalent industry experience

Years of Experience: 2-3 years

Location: Hyderabad

Desired skills and experience include

·       Two – Three years technology support experience (Preferably from application support) .

·       Working knowledge on SharePoint (preferable SharePoint 2013), Data base basics (Preferably SQL basics).

·       Experience in working or supporting core SharePoint or SharePoint based applications will be preferred.

·       Should have proven incident & program management record.

·       Should have basic knowledge about MS Windows server administration & Networking.

·       Should have advanced level of knowledge on MS office suite of applications – specially MS Word, Excel & Power Point

·       Preferred - Microsoft Certified Professional, ITIL foundation certification.

·       IT project management experience will be a Plus.

·       Should demonstrate global awareness and capability with appropriate communications to international users of Deloitte applications.

·       Should demonstrate flexibility by working “off hours” to accommodate calls in different time zones

·       Should utilize effective communications with patience and customer service skills in situations with impatient users

·       Will require effective time management skills

·       Should be able to provide high quality service.