Deloitte Service Desk Analyst in Hermitage, Tennessee
Are you an experienced, passionate pioneer in technology? A system's professional who wants to work in a collaborative environment. As an experienced Service Desk Analyst, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Consider an opportunity with our US Delivery Center - we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below ...
Work you'll do/Responsibilities
Service Desk Lead is responsible for meeting internal and external client and program Service Level Agreement (SLA) for all user support request response and resolution metrics
Identify and resolve compliance risks related to client industry standards
Support the Service Desk Manager, support service escalations from Analysts, and train/coach Service Desk Analysts
The successful candidate will also perform common tasks of user call processing, incident management service, and triaging solutions for end-users
Deloitte's Government & Public Services practice-our people, ideas, technology and outcomes-is designed for impact. Our team of over 15,000+ professionals bring fresh perspective to help you anticipate disruption, reimagine the possible, and fulfill your mission promise.
The US Systems Engineering Offering delivers large scale software applications and integrated systems and assists its clients with architecture design, assessment and optimization, and definition. The practice aims at developing service-oriented architecture (SOA) and other integration solutions to enable information sharing and management between business partners and disparate processes and systems. It would focus on key client issues that impact the core business by delivering operational value, driving down the cost of quality, and enhancing technology innovation.
3+ years of experience in a helpdesk environment
3+ years of experience providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
3+ years of experience responding to and triage queries via email and over the phone
Enable and troubleshoot user accounts in multiple technical environments
Remotely install software and troubleshoot hardware and software issues
Provision user accounts; provide access to share drives, distribution lists, and group mailboxes
Work to support clients in identifying source of issues and collaborate on resolutions
Support the Team Lead with escalations, ticket analysis and customer service
Travel up to 10% annually (While 10% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
Limited immigration sponsorship may be available
Knowledge of Virtual Center Administration
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.