GTLO - Intela Support - Analyst

Job Summary

Deloitte invites applications for the Off Campus Job position of GTLO - Intela Support Analyst in Hyderabad, Telangana, India. This role is a vital part of the Global Tax & Legal Support team, focusing on delivering world-class, round-the-clock technical assistance for a suite of digital applications, including 'Global Intela'. As an Analyst, you will be the first point of contact for users, responsible for providing service support, managing incidents, and ensuring a high degree of customer satisfaction, expertise, accuracy, and timeliness. This is an excellent opportunity for individuals passionate about technology support, problem-solving, and contributing to a global team.

Overview

Deloitte's Global Tax & Legal Support (GTLO) team is renowned for providing exceptional technical support for an array of digital applications to clients and practitioners worldwide. The team is currently responsible for supporting over 20 priority digital applications, including the critical 'Global Intela' platform. This Analyst position within the GTLO team plays a crucial role in maintaining the seamless operation of these applications. The chosen candidate will be instrumental in delivering prompt and effective service support for various software applications, ensuring a high level of customer satisfaction. Responsibilities include meticulous logging of incident and service request details, functioning as the primary contact for users, and keeping them informed about the status of their requests at agreed-upon intervals. This role offers a challenging yet rewarding environment for individuals looking to build a career in technology support with a leading global professional services firm.

Key Responsibilities

• Provide excellent customer handling skills, demonstrating professional call etiquettes and communication.
• Manage end-to-end ticket lifecycle, ensuring timely resolution and comprehensive documentation.
• Apply fundamental ITIL concepts for Incident, Problem, and Change Management.
• Gain extensive experience in managing both voice and non-voice support channels, including calls, chats, and emails.
• Strictly adhere to established Service Level Agreements (SLAs), such as response times for emails and chats, and Average Speed to Answer (ASA) for calls.
• Perform consistently against set metrics including Customer Satisfaction (C-SAT), Average Handling Time (AHT), First Call Resolution (FCR), schedule adherence, escalation thresholds, and quality scores.
• Strive for 'Zero RED light calls' throughout the year, demonstrating a deep understanding and commitment to performance metrics.
• Provide client value addition by prioritizing issues, offering VIP support, and accurately calculating business impact.
• Process incoming service requests, incidents, and change requests, formulating appropriate and effective responses.
• Efficiently manage multiple support mailboxes and respond to emails promptly and professionally.
• Triage and troubleshoot reported issues across all supported applications systematically.
• Identify, report, and meticulously record any new defects found in any of the applications.
• Communicate effectively with end-users, including external (non-Deloitte) clients, which may involve interactions with Partners, Directors, and Senior Managers from client organizations.
• Troubleshoot and resolve technology-related issues concerning MS Office and custom-built applications, primarily on the Microsoft stack (ASP.NET, C#, Active Directory, and DPASS).
• Provision user accounts for external (non-Deloitte) client users following defined protocols.
• Deliver premium-level Tax Application Support via email, phone, and chat to both internal and external users.
• Maintain a strong client-centric culture and foster an environment of continuous improvement and employee engagement within the team.
• Collaborate effectively with product and development teams to troubleshoot application issues and facilitate their resolution.
• Regularly monitor queues to ensure proper prioritization and that customer wait times meet defined SLAs.
• Actively participate in daily support meetings to communicate trends, provide guidance, answer questions, and gather user feedback for enhancement requests and deficiency resolution.
• Uphold quality service by establishing and enforcing organizational standards and policies.
• Assist Support leadership in organizing, planning, and implementing the Tax Transformation Support Strategy.
• Demonstrate flexibility in working shifts, including some holidays and weekends, as required by business needs.
• Possess the ability to travel as needed (less than 10%).
• Perform other duties as assigned to support the team's objectives.

Eligibility

Candidates must be adept at technical troubleshooting and customer service. While specific academic degrees are not explicitly stated, the role demands strong foundational knowledge in IT support principles and experience with digital applications, particularly those built on the Microsoft stack (ASP.NET, C#, Active Directory, DPASS). A solid understanding of ITIL concepts (Incident, Problem & Change Management) is essential. Applicants should possess excellent communication and customer handling skills for both voice and non-voice support, along with the ability to adhere to strict SLAs and perform against key performance metrics like C-SAT, AHT, and FCR. The role is open to individuals who are proactive problem-solvers, detail-oriented, and capable of working in a dynamic, client-centric environment.

Required Skills

• Customer Handling (Call Etiquettes)
• End-to-End Ticket Management
• ITIL Concepts (Incident, Problem & Change Management)
• Voice & Non-Voice Support (Calls, Chats, Email)
• SLA Adherence & Performance Metrics (C-SAT, AHT, FCR)
• Client Value Addition & Issue Prioritization
• Troubleshooting (MS Office, ASP.NET, C#, Active Directory, DPASS)
• User Account Provisioning
• Strong Communication Skills
• Problem-Solving Skills
• Queue Monitoring
• Policy & Standard Enforcement
• Flexibility for Shifts and Travel

Benefits

• Opportunity to work with a leading global professional services organization.
• Exposure to a diverse range of digital applications and advanced technologies.
• A dynamic work environment fostering continuous learning and professional growth.
• Engagement in a client-centric culture focused on high-quality service delivery.
• Potential for career advancement within Deloitte's extensive network.

Selection Process

The selection process for the GTLO - Intela Support Analyst role at Deloitte typically involves several stages designed to assess a candidate's technical aptitude, problem-solving abilities, and communication skills. This may include an initial application review, followed by online assessments covering logical reasoning and technical knowledge. Candidates who clear these stages may then proceed to virtual or in-person interview rounds. These interviews often comprise technical discussions to evaluate proficiency in relevant tools and concepts (e.g., ITIL, Microsoft stack troubleshooting) and HR interviews to gauge cultural fit, communication abilities, and commitment to customer service. Successful candidates will demonstrate strong analytical capabilities and a genuine enthusiasm for providing exceptional support.

How To Apply

Eligible candidates interested in the GTLO - Intela Support Analyst position at Deloitte can click the link below to apply.

FAQ

What is the primary responsibility of a GTLO - Intela Support Analyst at Deloitte?

The primary responsibility is to provide world-class, round-the-clock technical support for digital applications, including 'Global Intela', to clients and practitioners globally. This involves managing incidents, service requests, troubleshooting issues, and ensuring high customer satisfaction.

What kind of technical skills are required for this role?

Candidates should have troubleshooting experience with MS Office and custom-built applications primarily on the Microsoft stack (ASP.NET, C#, Active Directory, DPASS). A strong understanding of ITIL concepts for Incident, Problem & Change Management is also essential.

Is prior experience required, or is this an off-campus opportunity for freshers?

While the job description doesn't explicitly state 'freshers', the context of 'Off Campus Jobs India' suggests it's open to early career professionals. The role focuses on foundational support skills, implying it could be suitable for individuals with relevant academic backgrounds and a keen interest in IT support, even if they have limited professional experience.

What are the working hours for this support role?

The team provides 'round the clock' support, indicating that the role may involve flexible shifts, including some holidays and weekends, to cover global time zones and ensure continuous service.

Are there opportunities for career growth within Deloitte's GTLO team?

Deloitte encourages continuous improvement and employee engagement. By assisting Support leadership in implementing support strategies and gaining exposure to diverse applications, an Analyst can certainly find opportunities for professional development and career advancement within the GTLO team and wider Deloitte network.

What is 'Global Intela' in the context of this role?

'Global Intela' is one of the 20 priority digital applications for which the Global Tax & Legal Support team provides technical assistance. As an Analyst, you would be involved in supporting this and other critical global applications.

Does this role involve direct interaction with clients?

Yes, a significant part of the role involves communicating with end-users, including external (non-Deloitte) clients. This may include interacting with Partners, Directors, and Senior Managers from client organizations.