Deloitte HST Service Desk Analyst in Austin, Texas
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
As a Service Desk Agent in the Technology group you will:
Field incoming user communication via phone call or email.
Perform initial support and analysis to understand classification and issue.
Create and assign incidents in ServiceNow to associated assignment groups based on the nature of the issue.
Monitor the status and progress of issues towards resolution and communicate to relevant parties on incident progress.
Transparency, innovation, collaboration, sustainability: these are the hallmark issues shaping government initiatives today. Deloitte's GPS practice is passionate about making an impact with lasting change. Carrying out missions in the GPS practice requires fresh thinking and a creative approach. We collaborate with teams from across our organization in order to bring the full breadth of Deloitte, its commercial and public sector expertise, to best support our clients. Our aspiration is to be the premier integrated solutions provider in helping to transform the GPS marketplace.
Our Technology team works with clients to help them develop custom software solutions, manage their applications and databases, and provide strategic recommendations to help them optimize their businesses' operations, processes, and performance.
Typically has 3 or more years of consulting and/or industry experience within Service and or Helpdesk Desk
Service Now Ticketing knowledge
Basic IT Support
Ability to work independently under general guidance
Ability to operate in shifts outside standard working hours (11 pm to 5:30 AM)
Ability to work nights/weekends when needed
Experience working in teams and in a team environment that is process-oriented and deadline-driven
Professional oral and written communication skills
Relevant software or application skills to complete job successfully
Problem solving and troubleshooting skills with the ability to exercise mature judgment
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Prior professional services experience
Experience working with cloud-based telephony system
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.