Deloitte is hiring for the role of Tech Analyst – Global Contact Center (ITSD). This position is part of Deloitte’s internal technology support services, where the focus is on resolving user issues, managing IT tickets, and ensuring smooth functioning of enterprise systems across global teams.
Job Overview
- Company: Deloitte
- Position: Tech Analyst – Global Contact Center (ITSD)
- Qualification: Bachelor’s / Master’s Degree
- Experience: Freshers / Experienced
- Location: Hyderabad
- Job Type: Full-Time
- Domain: IT Support / Service Desk / Technical Operations
What This Role Is Really About
This role acts as the first point of contact for IT-related issues within Deloitte. You will handle both voice and non-voice support, helping employees resolve technical problems related to systems, applications, and devices.
The focus is on:
- Resolving user issues quickly
- Maintaining service quality
- Ensuring minimal disruption to business operations
This is not development—it is real-time problem-solving in a live IT environment.
How Your Work Fits Into Deloitte Systems
Deloitte operates globally with thousands of employees relying on internal systems. When something goes wrong—login issues, software errors, access problems—this team steps in.
Your role ensures:
- Users get timely support
- Issues are tracked and resolved
- Systems remain functional
You are part of a system where support efficiency directly impacts productivity.
Core Responsibilities
- Provide support through calls, chats, emails, and tickets
- Troubleshoot technical issues related to systems and applications
- Log and track incidents using service management tools
- Ensure timely resolution within defined SLAs
- Escalate complex issues when required
- Maintain accurate documentation of issues and resolutions
What You’ll Actually Be Doing
Your daily work will involve continuous interaction with users and systems:
- Receive a support request (call/chat/ticket)
- Understand the issue
- Diagnose the problem
- Provide a solution or workaround
- Log the activity and close the ticket
You will handle both technical troubleshooting and user communication.
Handling Voice & Non-Voice Support
This role includes:
- Voice support (calls)
- Non-voice support (chat, email, ticketing systems)
You are expected to manage multiple channels efficiently while maintaining quality and response time.
Service Level Expectations (SLAs & KPIs)
Your performance is measured based on:
- First Call Resolution
- Response time
- Customer satisfaction scores
- Ticket closure timelines
You are expected to meet these service targets consistently while maintaining accuracy.
Working With IT Systems & Tools
You will work with:
- Ticketing systems (like ServiceNow)
- Enterprise applications
- User account systems
Your role includes:
- Logging incidents
- Tracking progress
- Updating users
This ensures transparency and accountability in issue resolution.
Technical Skills Expected
- Basic knowledge of computer systems and troubleshooting
- Understanding of operating systems (Windows / Mac)
- Familiarity with MS Office tools
- Knowledge of networking basics (preferred)
- Ability to learn new tools quickly
Hands-on troubleshooting and logical thinking are more important than deep coding knowledge.
Communication Skills Requirement
A major part of this role is communication.
You must:
- Understand user issues clearly
- Explain solutions in simple terms
- Handle users professionally
Strong verbal and written communication is essential because you are dealing with real users in real-time situations.
Work Environment & Shift Structure
This role operates in a global support environment, which means:
- 24/7 support operations
- Rotational shifts
- High interaction with global teams
You will be working in a structured environment where processes and timelines are strictly followed.
A Realistic Day in This Role
- Start shift and log into support systems
- Handle incoming tickets/calls/chats
- Troubleshoot user issues
- Escalate unresolved cases
- Update ticket status
- Meet performance metrics
Your day is fast-paced and interaction-heavy.
What Makes This Role Different
You are not building systems.
You are:
- Keeping systems running
- Supporting users globally
- Solving problems in real-time
This role requires quick thinking, patience, and consistency.
Problem-Solving Approach in This Role
You will constantly:
- Identify the root cause of issues
- Apply troubleshooting steps
- Verify if the solution works
- Document the outcome
Each issue may be different, so your ability to adapt and think logically is critical.
Who This Role Is Best For
- Someone interested in IT support or operations
- Someone comfortable with communication
- Someone who can handle pressure and multiple tasks
- Someone who prefers practical problem-solving over coding
Growth You Can Expect
- Move into Senior Analyst roles
- Transition into specialized IT support or infrastructure roles
- Move into ITSM, ServiceNow, or operations management
- Explore system administration or network roles
Why This Role Is Valuable
- Entry into corporate IT environment
- Hands-on experience with real systems
- Strong problem-solving and communication skills
- Exposure to global operations
Long-Term Value of This Experience
Working in this role helps you:
- Understand how enterprise IT support works
- Gain real troubleshooting experience
- Build a foundation for IT operations careers
This opens opportunities in:
- IT support and infrastructure
- System administration
- Cloud and operations roles
How to Apply
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