Assistant Manager - Global Service Desk Jobs In Deloitte @ Hyderabad

Assistant Manager - Global Service Desk Jobs In Deloitte at Hyderabad

Location: Hyderabad, Andhra Pradesh

Firm Service: Firm Internal

Reference Code: E13HUAMGRK-GSD2

Type of Position: Full-time

Job Description

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About Deloitte[YR1] 

"Deloitte" is the brand under which independent firms throughout the world collaborate to provide services in a particular geographic area. These firms are members of Deloitte Touché Tohmatsu Limited DTTL, a UK private company limited by guarantee. With 170,000 people in over 150 countries, Deloitte member firms serve more than 80 percent of the world's largest companies as well as large national enterprises, public institutions and successful fast-growing companies.

Deloitte in U.S.[YR2] 

In the United States, the subsidiaries of Deloitte LLP provide the following services:

·   Audit

·   Consulting

·   Financial Advisory

·   Tax

U.S. India Shared Services  Pvt Ltd. [YR3] 

A Shared Services center improves overall efficiency and control while giving every business unit access to the company's best and brightest resources. It is also lets business units focus on what really matters - satisfying customers and developing new products and services to sustain competitive advantage.

A shared services center is a simple concept, but making it work is anything but easy. It involves consolidating and standardizing a wildly diverse collection of systems, processes, and functions. And if requires a high degree of cooperation among business units that generally are not accustomed to working together - with people who do not necessarily want to change.

Region 10 shared services team provides a wide array of services to the U.S. and it is constantly evaluating and expanding its portfolio. The shared services team provides call center support, Document Services support, financial processing and analysis support, Record management support, Ethics and compliance support and admin assistant support.

U.S. India Global Service Desk (CST )

Global Service Desk is the primary point of contact for external clients and member firms requiring technology support for global applications managed by the Office of Information Management.

The key job responsibilities include the following[YR1] :

·         6-8 years IT Service Desk experience managing multiple contact types. 

·         Strong Leadership skills - should have experience in handling a team of up to 20 individuals with the help of 2-3 Team Leads.  Should have very hands-on approach and Lead by example.

·         Should be well versed with Performance Management, Quality in a CallCenter environment, technical training and possess Customer Orientation.

·         Candidates who have worked in Client environment and understand project / program management will be preferred.

·         Should have the knowledge of ITSM, Six Sigma, Data Analysis, MIS, Staffing, Scheduling and Capacity Planning of people resources.

·         Should be proficient in MS Office tools viz., Word, advanced Excel knowledge, Power Point, etc.

·         Should have worked in a voice or non-voice process. 

·         Should be familiar with various contact types.

·         Should have handled Technology Support process

·         Excellent verbal and written communication skills.

·         One among ITIL, MCITP, HDI, CCNA certification desirable.

·         Awareness about IT Infrastructure environment, Active Directory and Exchange 2010.

·         Willing to work in 24/7 shifts.

     Any graduate

MBA/M.Tech/MCA/B.Tech

Candidate with certifications in MCSE,CCNA etc will be preferred

“Deloitte” is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management and tax services to selected clients. These firms are members of Deloitte Touche Tohmatsu Limited DTTL, a UK private company limited by guarantee. Each member firm provides services in a particular geographic area and is subject to the laws and professional regulations of the particular country or countries in which it operates. DTTL does not itself provide services to clients. DTTL and each DTTL member firm are separate and distinct legal entities, which cannot obligate each other. DTTL and each DTTL member firm are liable only for their own acts or omissions and not those of each other. Each DTTL member firm is structured differently in accordance with national laws, regulations, customary practice, and other factors, and may secure the provision of professional services in its territory through subsidiaries, affiliates and/or other entities. 

In the United States, Deloitte LLP is the member firm of DTTL. Like DTTL, Deloitte LLP does not provide services to clients. Instead, services are primarily provided by the subsidiaries of Deloitte LLP, including:

·          Deloitte & Touche LLP

·          Deloitte Consulting LLP

·          Deloitte Financial Advisory Services LLP

·          Deloitte Tax LLP