Lead Jr. Associate-ServiceDesk

Job Description Summary Position Summary Artificial Intelligence & Engineering Join our AI & Engineering team in transforming technology platforms, driving innovation, and helping make a significant impact on our clients achievements. You'll work alongside talented professionals reimagining and re-engineering operations and processes that are critical to business. Your contributions help Deloitte client service teams improve financial performance, accelerate new digital ventures, and fuel growth through innovation. Position Summary Level: Lead Jr. Associate Executive Service Desk willbeprimarilyresponsible for performingL1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues Work you'll do: Apply industry knowledge to requirements gathering and analysis, ensuring alignment with sector needs. Demonstrate expertise across the entire software development lifecycle, from design and coding to deployment and defect resolution, collaborating with stakeholders for effective delivery. Conduct peer and team reviews to maintain quality standards. Actively engage in Agile practices, including sprint planning, retrospectives, and effort estimation. Build and share business process knowledge, supporting project knowledge management and team training. Proactively recommend process improvements, track efficiency gains, and contribute to automation and innovation, all aimed at enhancing project outcomes and delivering greater value to clients. The team: At Hybrid Cloud Infrastructure we deliver solutions spanning Hybrid Cloud, Advanced Connectivity, AI Data Centers, High-Performance Computing, and AI Infrastructure to help clients achieve their desired outcomes. Our offerings include engineered transformation services for hybrid cloud infrastructure and platforms, prioritizing resiliency, optimization, and extensive automation. We integrate advanced connectivity with AI infrastructure and enterprise networks to boost operational efficiency and enable real-time data processing. Additionally, we provide comprehensive management of all facets of operations for hybrid cloud infrastructure and field operations. Qualifications Must Have Skills/Project Experience/Certifications: Roles & Responsibilities: - Provide customer support via phone, chat, email, webforms, and voicemail - Own and resolve incidents from start to finish, independently - Communicate clearly with customers from various regions (Americas, EMEA, APAC) - Record, diagnose, troubleshoot, resolve, and assign incidents/service requests - Adhere to SLAs and contract goals - Identify opportunities for process improvement and automation - Maintain client satisfaction and deliver technical accuracy - Build expertise in specific workflows, guide peers - Stay informed about outages and knowledge updates - Document solutions in the knowledge base - Work flexible 24x7 shifts - Support and coach junior team members Technical Skills: - 18-36 months of overall experience - 2-3 years of prior work experience (preferably in service desk) - Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint). - Experienced in 1 or more IT Service Management Tools (Service Now, JIRA etc.) - ITSM Certification is a plus - Domain knowledge in any domain is a plus - Knowledge of basic workflows in any industry Good to Have Skills/Project Experience/Certifications: - Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests - Excellent communications skills both verbal and written. - Agility and positive attitude for learning - Team player with mindset to share knowledge, maintain transparency and grow together with team. - Agility for quick learning - Problem-solving skills - Analytical skills - Work hour flexibility Education: - Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 2) Location: Chennai Shift Timings: - You will be required to work in different shift timings including night shift. In support of client deliverables, the Employer may require you to work on additional days (including weekends and holidays) and work from Offshore Delivery Center (ODC) or client location. Our purpose Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work. Professional development At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India . Benefits To Help You Thrive At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financiallyand live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Requisition code: 308182