Sr. Associate-ServiceDesk

Summary

Position Summary

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 : Sr. Associate

Executive –Service Desk willbeprimarilyresponsible for performingL1 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 :

• Proactively participate in work planning, handle escalations with guidance, and contribute to reporting activities.
• Perform supervisory duties for junior professionals, overseeing both their technical work and daily operations.
• Demonstrate strong technical proficiency while completing high-volume and complex tasks, operating under general supervision.
• Exercise sound judgment in decision-making, drawing upon established guidelines, training, and past experience.
• Identify opportunities for process improvement, implement ITIL workflows (such as problem management), and uphold quality assurance standards.
• Provide comprehensive end-to-end customer support across multiple channels, including phone, chat, email, webforms, and voicemail.
• Ensure all service requests are diligently tracked, logged, and maintained according to client or organizational standards, including publishing monthly reports to leadership.
• Effectively manage customer communications across regions (Americas, EMEA, APAC), adapting to various cultures and communication styles.
• Consistently strive to achieve client satisfaction by maintaining a balance of technical accuracy, efficiency, contract quality guidelines, and compliance with Service Level Agreements (SLAs).
• Remain flexible to work 24x7 shifts, adapting to business needs.
• Actively support and mentor junior team members, fostering team development and shared knowledge.

Technical Skills :

Soft Skills :

Cross Functional :

Education :

Certifications & Trainings :

Location : Chennai / Hyderabad

Shift Timings :

Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU : The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU : The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and / or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code : 308187

Skills Required

Microsoft Office Applications