Associate-ServiceDesk

Artificial Intelligence & Engineering

Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients’ achievements. You’ll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to business. Your contributions help Deloitte client service teams improve financial performance, accelerate new digital ventures, and fuel growth through innovation.

Position Summary

Level: Associate

Executive – Service Desk will be primarily responsible for performing L1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues

Work you’ll do:

Apply industry knowledge to requirements gathering and analysis, ensuring alignment with sector needs. Demonstrate expertise across the entire software development lifecycle, from design and coding to deployment and defect resolution, collaborating with stakeholders for effective delivery. Conduct peer and team reviews to maintain quality standards. Actively engage in Agile practices, including sprint planning, retrospectives, and effort estimation. Build and share business process knowledge, supporting project knowledge management and team training. Proactively recommend process improvements, track efficiency gains, and contribute to automation and innovation, all aimed at enhancing project outcomes and delivering greater value to clients.

The team:

At Hybrid Cloud Infrastructure we deliver solutions spanning Hybrid Cloud, Advanced Connectivity, AI Data Centers, High-Performance Computing, and AI Infrastructure to help clients achieve their desired outcomes. Our offerings include engineered transformation services for hybrid cloud infrastructure and platforms, prioritizing resiliency, optimization, and extensive automation. We integrate advanced connectivity with AI infrastructure and enterprise networks to boost operational efficiency and enable real-time data processing. Additionally, we provide comprehensive management of all facets of operations for hybrid cloud infrastructure and field operations.

Qualifications

Must Have Skills/Project Experience/Certifications:
Roles & Responsibilities:

• 
  Provide customer support via phone, chat, email, webforms, and voicemail
• Own and resolve incidents from start to finish, independently
• Communicate clearly with customers from various regions (Americas, EMEA, APAC)
• Record, diagnose, troubleshoot, resolve, and assign incidents/service requests
• Adhere to SLAs and contract goals
• Identify opportunities for process improvement and automation
• Maintain client satisfaction and deliver technical accuracy
• Build expertise in specific workflows, guide peers
• Stay informed about outages and knowledge updates
• Document solutions in the knowledge base
• Work flexible 24x7 shifts
• Support and coach junior team members

Technical Skills:

• 
  3-5 years of overall experience
• 2-3 years of prior work experience (preferably in service desk)
• Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
• Experienced in 1 or more IT Service Management Tools (Service Now, JIRA etc.)
• ITSM Certifications is a plus
• Domain knowledge in any domain is a plus
• Knowledge of basic workflows in any industry

Soft Skills:

• 
  Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests
• Excellent 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
• Work hour flexibility

Education:

• Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 2)

Location: Chennai

Shift Timings:

• You will be required to work in different shift timings including night shift. In support of client deliverables, the Employer may require you to work on additional days (including weekends and holidays) and work from Offshore Delivery Center (ODC) or client location.