Deloitte US India (Technical_Support_Analyst)

Things you should know

Establishment: Deloitte US India is a subsidiary of Deloitte, one of the largest professional services networks in the world. Deloitte US India was established to leverage the skilled workforce in India and provide a range of professional services to clients globally. The company’s roots trace back to the founding of Deloitte, which dates back to 1845 in London.

Global Presence and Location: Deloitte operates in over 150 countries, with a significant presence in India. The company has established offices across major cities in India, including Bengaluru, Mumbai, Delhi, Chennai, and others. Its global network ensures that it can serve clients in diverse industries and regions.

Product Base or Service Based: Deloitte is primarily a service-based company, offering a wide array of professional services including audit, tax, consulting, risk management, and financial advisory services. The company caters to clients ranging from small businesses to multinational corporations, providing tailored solutions to address their specific needs.

Founder Name: Deloitte was founded by William Welch Deloitte in London in 1845. Over the years, the company has evolved and grown into a global professional services giant.

Services it Provides: Deloitte US India provides a comprehensive range of services, including:

  1. Audit and Assurance: Ensuring the accuracy of financial information and compliance with regulations.
  2. Consulting: Offering strategic and operational consulting services to improve business performance.
  3. Tax Services: Providing tax planning, compliance, and advisory services.
  4. Risk Management: Assisting clients in identifying and managing risks to enhance business resilience.
  5. Financial Advisory: Offering services related to mergers and acquisitions, valuation, and restructuring.

Main Headquarters in India: Deloitte US India’s main headquarters in India is located in Bengaluru, a major technology and business hub in the country. The company strategically positions itself to tap into India’s talent pool and contribute to its growth as a key player in the global professional services market.

Revenue of the Company:

In fiscal year 2023, Deloitte saw impressive global growth, with its total revenue exceeding US$64.9 billion. This represents a 14.9% increase compared to the previous year. The company’s global network continues to expand, encompassing over 415,000 people across 150 countries and territories.

Looking specifically at Deloitte US, it generated US$32.7 billion in revenue and boasts a workforce exceeding 171,000 individuals. Meanwhile, Deloitte India, while not disclosing its exact revenue figure, is estimated to have garnered approximately US$960 million based on recent reports. Notably, Deloitte India has ambitious plans to double its revenue within the next four years, aiming to reach US$2.4 billion. This ambitious goal is supported by a growing workforce, with the number of partners expected to reach 1,000 within the same timeframe.

  1. Apply to the position
  2. Assessment
  3. Interview scheduled
  4. Result
  1. Apply to the position
  2. Shortlisted will get survey link
  3. Assessment / Direct Interview
  4. Selection Result

View about overall interview:

Expect the Deloitte Technical Support Analyst interview to be a mix of easy to moderately challenging questions. In simpler terms, they’ll likely ask about your ability to handle different situations and scenarios. For instance, they might want to know how you deal with common issues.

Since it’s a technical role, you can also anticipate questions about your specific technical skills, based on your resume. (Make sure that you are prepared with all things mentioned in resume)

On the managerial side, be ready for questions that involve decision-making. Imagine they ask you how you would prioritize tasks when things get hectic. They might want to know your approach in stressful conditions, like when there’s a tight deadline or a sudden increase in workload.

To make it even simpler, think about it like preparing for a conversation where they’re interested in how you handle both technical challenges and manage your work when things get a bit tough.

Job Description (Note : Maybe Different for you)

Role: Technology Support Analyst
Career Level: Analyst
Location: Hyderabad

  • Manage premium-level Tax Application Support via email, phone, and chat, to both internal
    and external users.
  • Maintain a client-centric culture and foster a culture of continuous improvement and employee
    engagement.
  • Work with product and development teams to troubleshoot application issues and resolve
    issues.
  • Regularly monitor queues to ensure prioritization and wait time for customers meets our SLAs.
  • Attend daily support meetings to communicate trends and guidance, answer questions, and
    gather user feedback for enhancement requests and deficiencies.
  • Maintain quality service by establishing and enforcing organizational standards and policies.
  • Assist the Support leadership in organizing, planning, and implementing the Tax Transformation
    Support Strategy.
  • Ability to work flexible shifts including some holidays and weekends.
  • Ability to travel as needed (less than 10%)
  • Perform other duties as assigned.
  • Adhering to SLAs like response time of an email & chat. ASA for calls & etc.
  • Performing as per set standard on metrics like C-SAT, AHT, FCR, schedule adherence,
    escalation threshold, quality scores, & etc.
  • Client value addition, prioritization of issues, VIP support and calculating business impact are
    basic expectations from the person who would work in this role
  • Process incoming service requests, incidents and change requests and formulate appropriate
    response
  • Manage multiple support mailboxes and respond to emails
  • Triage and troubleshoot issue(s) reported on all applications.
  • Report and record any new defects on all applications.
  • Communicate with end users including external (non- Deloitte) client users, this includes
    contacting Partners, Directors and Senior Managers from client organization
  • Troubleshoot and resolve technology related issues on technologies such as MS Office, and
    custom-built applications primarily on Microsoft stack (ASP.NET, C#, Active Directory and
    DPASS)
  • Provision user accounts for external (non- Deloitte) client users
  • Have passion on technical knowledge learning and be a quick learner
  • Provides customer service support to the organization by obtaining, analyzing and verifying the
    accuracy of information in a timely manner
  • Initiates and/or implements corrective action as needed, in order to ensure that an excellent
    standard of service and a high level of customer satisfaction is maintained
  • Have demonstrated ability to work in a fast-paced, dynamic environment, prioritizing work and
    adjusting to changing business demands
  • Exceptional attention to detail, relevancy, authenticity, and accuracy of information gathered; ability
    to structure, organize and synthesize data quickly with the end-user perspective in mind.
  • Enthusiastic self-starter with a can-do attitude, delivering a consistent high level of performance.
  • Exceptional attention to detail and willingness to work in a demanding and results-oriented global
    business environment with frequently changing priorities.
  • Ability to work under strict deadlines, prioritize and multitask work assignments, take ownership and
    adhere to strict internal quality assurance processes.
  • Technical Requirements:
  • Bachelor’s degree in computer science, computer engineering, or related field.
  • 0–2 years’ experience
  • Excellent Customer service (Phone / Chat / Emails)
  • Excellent spoken English Language proficiency
  • Proficient with MS-Office applications
  • ServiceNow experience preferred.
  • Azure experience preferred.
  • Exposure to application support, ITIL framework etc.
  • Excellent written & verbal skills
  • Customer Service experience
    · Comfortable to work in 24*7 environment

EagerForExcellence

How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can
grow. We want all our people to develop in their own way, playing to their own strengths as they hone
their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of
learning and networking opportunities— including exposure to leaders, sponsors, coaches, and
challenging assignments—to help accelerate their careers along the way. No two people learn in the
same way. So, we provide a range of resources including live classrooms, team-based learning, and
eLearning. DU: The Leadership Centre in India, our state-of-the-art, world class learning Centre in the
Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a
tangible symbol of our commitment to our people’s growth and development.
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer
employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate
individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that
can help them to be healthy, centered, confident, and aware. We offer well-being programs and are
continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages
our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at
Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and
extends to relationships with our clients, our people and our communities. We believe that business has
the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and
leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact
on the world.
About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by
guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its
member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”)
does not provide services to clients. In the United States, Deloitte refers to one or more of the US
member firms of DTTL, their related entities that operate using the “Deloitte” name in the United States
and their respective affiliates. Certain services may not be available to attest clients under the rules and
regulations of public accounting. Please see www.deloitte.com/about to learn more about our global
network of member firms.
Copyright © 2023 Deloitte Development LLC. All rights reserved

Expected Questions :

  • Tell me about a time you had to deal with a difficult customer: This tests your customer service skills and ability to handle challenging situations.
  • Describe a situation where you had to work under pressure: This assesses your stress management and problem-solving skills under pressure.
  • Why are you interested in this position at Deloitte?: This shows your motivation and understanding of the company and the role.
  • What are your career goals?: This helps the interviewer understand your long-term aspirations and how they align with the role.
  • Do you have any questions for us?: This is your opportunity to learn more about the position and the team.
  1. Technical Expertise:
    • Can you provide an example of a challenging technical issue you’ve faced in the past and how you resolved it?
    • What specific technical skills do you possess that make you a good fit for this role?
    • How do you stay updated on the latest technological developments relevant to your field?
  2. Scenario-based Questions:
    • Describe a situation where you had to manage multiple tasks with tight deadlines. How did you prioritize and handle it?
    • Can you share an experience where you had to work under stress to meet a project deadline? How did you ensure successful completion?
  3. Decision-making and Managerial Skills:
    • If you had to make a critical decision regarding a technical project, how would you go about it?
    • How do you handle conflicts or disagreements within a team, especially when working on a challenging project?
    • Provide an example of a situation where you had to adapt to unexpected changes in a project. How did you manage the transition?
  4. Knowledge of Deloitte:
    • What do you know about Deloitte’s values and culture, and how do you align with them?
    • How do you think your skills and experience align with Deloitte’s mission and objectives?
  5. Self-awareness and Learning:
    • How do you approach continuous learning in the rapidly evolving field of technology?
    • Can you share an instance where you received feedback on your work? How did you incorporate it to improve?