Deloitte Help Desk Analyst in Radford, Virginia
Are you looking to make an immediate impact where you can help our clients solve their business challenges? Deloitte's Core Business Operations (CBO) portfolio operates at the center of our client's business. By joining our team, you could help C-suite and program leaders transform their organization and accelerate mission execution through emerging and disruptive technologies, innovative business models, retooled program operations and industry-driven solutions.
Work you'll do
Fielding user communication, creating and documenting tickets, troubleshooting, and escalation.
This includes initial support and analysis for correct classification, ticket ownership, monitoring, tracking and communication.
Resolution and recovery of incidents not assigned to second-tier support, closure of incidents, monitoring the status and progress towards resolution of assigned incidents.
Communication to relevant parties on incident progress.
Completing other non-ticket creation duties as assigned by Service Desk Management.
Abiding by standard Service Desk policy and process, including shift scheduling and performance metrics.
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Systems Engineering offering is comprised of experienced professionals who help guide clients through their most complex technology challenges. This can include the delivery of large scale software applications & integrated systems, the development of service-oriented architecture (SOA) and other integrations solutions, and the delivery of technology enablement to support CIO services transformation. Our Systems Engineering offering focuses on key client issues that impact the core business, provide operational value, drive down the cost of quality, and enhance technology innovation.
Associates degree required
Minimum of 1 year of service/help desk or customer service support experience
Minimum of 5 years of work experience
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Must be able to obtain and maintain the required clearance for this role
New Service Desk analysts are required to earn ITIL v3 Foundations Certification within 90 days of hire date.
Strong written and verbal communication skills
Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office Suite, use of help desk/trouble ticketing software (prior use of ServiceNow preferred)
How you'll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
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.