Service Desk Analyst, Deloitte Digital, Consulting

Job Description

Your opportunityPart Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business.Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society. Were anew type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast.Want to help us shape the future Were looking for experienced practitioners from a consulting, design, tech or business background who can show our clients whats next, then work with our mixed-discipline team to make it happen.As part of our Consultancy practice, your career with Deloitte Digital can take multiple paths. Including: customer and channel strategy, customer experience design, designing new service capabilities and operations, mobile, online and contact centre technologysolutions, and related technology and operational change programmes.We embrace the strengths of diverse talent within our team. You may have a brilliant mind, be a confident communicator or a nerd for all things digital, or you may have an impeccable business instinct, a collaborative outlook and a flair for big ideasWe encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.Are you looking to return to the workplace after an extended career breakFor this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter knowwhen you make your application.Your roleWere expanding fast, so Were looking for people who are, by which we mean natural initiative-takers who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture.You will work with outstanding digital talent across disciplines to innovate and create great solutions for iconic brands.As a Service Desk Analyst you will:

• Handle all Service Desk support queries (internal and client-facing) in a professional and courteous manner over the phone and via email
• Demonstrate working practices aligned to ITIL Service Management principles
• Take ownership of tickets and managing them in a logical and methodical manner
• Ensure all contact information, updates, client interactions etc. are logged in the ITSM system according to standard Deloitte operating procedures
• Correctly log incidents and requests, categorising and prioritsing them in line with team procedures
• Identify and escalate situations requiring urgent attention
• Conduct full and thorough triage and diagnosis to ensure issues are escalated to the appropriate Deloitte teams for resolution
• Troubleshoot basic technical issues and resolve to the clients satisfaction
• Ensure all faults are progressed and resolved within SLA/KPI targetsescalating to other internal and external teams as appropriate
• Answer client queries by researching required information using available resources
• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Identify and escalate repeat issues or service risks into Service Management teams
• Share knowledge with team colleagues
• Manage a number of scheduled tasks for clients, ensuring that the customers systems remain operational

Your personal characteristics

• Ability to become a trusted advisor to our clients
• A strong bias for action
• A passion for technology
• A desire to learn and continually develop
• Ability to communicate effectively in verbal and written forms to address both technical and consultative audiences
• Great attention to detail

Your work, your choiceAt Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiterabout the working pattern that works best for you.Location: Through our studios spread across the globe, we help our clients imagine, deliver and run the future, through from customer research right through to implementation. And we love doing it.BelfastYoull be based in our Lincoln building office where we focus on delivering world class managed services to our clients, some of the biggest brands in the UK. Theres a really good team here and the craic is pretty good, its fun, and we get to play withthe latest technology. You will also have a chance to work with clients throughout Europe and beyond.Work pattern: This is a Permanent contract opportunity. The role can be worked on a full-time basis.Our team members work a variety of agile working patterns. Tell us what arrangement works for you and well try to accommodate.Your professional experienceOverall, youre an ideas person and problem solver as well as a hands-on doer thats important. You know it takes a mix of people to do amazing work, so you love collaborating with and learning from people with different skills, backgrounds and perspectives.If you have an interesting or unusual mix of skills yourself, even better.Essential

• Must be able to demonstrate a customer-first approach to support
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels
• Natural aptitude for trouble shooting and problem solving

RTWPROGFor a full job description please visit our online Deloitte Careers portal.