Finance Service Desk (FSD) Analyst

Deloitte is hiring for the role Finance Service Desk (FSD) Analyst! Responsibilities of the Candidate: • Tickets, chats and voicemail) with end users. • Analyze and resolve incidents and service requests regarding use of application software or hardware. • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate. • Should have basic knowledge about computer software and hardware. • Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly. • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions. • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude. • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service. • Should be flexible to work in different shifts as ISS-Business works 24 x 7. • Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions. • Adheres to Code of Ethics, Vision, Mission and Core Values. • Ability to switch between different countries and cultures (Americas, EMEA, APAC) Requirements: • Excellent written, verbal, listening, analytical skills. • Easily grasp and communicate complex ideas. Excellent problem-solving skills. • Knowledge of computer, Internet connectivity and application performance are required. • Familiarity with Microsoft Office applications, especially Word, Excel and PowerPoint. • Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.