Consulting, Cloud Service Desk Analyst

Location UK / Belfast

Job Type

Salary Not disclosed

Updated 3 days ago

Reference 1358988

 Job Description

This is a demanding support position which calls for excellent customer service skills, the ability to communicate clearly and confidently, and demonstrable competency across a broad range of technologies and products

The Opportunity


We’re on a journey. Deloitte Cloud is an exciting new capability within the world’s leading professional services firm.
You’ll be based in our Belfast Lincoln Building office working with some of the biggest clients in the world, using the latest technologies to make sure their applications never miss a beat. We’re not looking for people who can just fix stuff; we want you giving our clients elegant solutions to their complex problems. You’ll work alongside people with a diverse range of skillsets where your ideas are valued. We’ll help you skill-up and improve in the areas that excite you.

The Role


As a Service Desk Analyst you will act as the first point of contact for our Application Managed Service clients. This is a demanding support position which calls for excellent customer service skills, the ability to communicate clearly and confidently, and demonstrable competency across a broad range of technologies and products. The role will involve taking ownership of issues, managing the lifecycle of each ticket from the first point of contact through to resolution, and proactively keeping the customer informed of progress.

Location


You will be based in the Lincoln Building on Great Victoria Street in Belfast.

Hours


This is a permanent, full-time position.


Responsibilities


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 prioritising 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 client’s satisfaction
• Ensure all faults are progressed and resolved within SLA targets – escalating 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

Requirements


• 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
• Ability to effectively prioritise, estimate, plan and complete workload to meet deadlines
• Be able to work well with others and effectively communicate with colleagues
• Strong written and verbal communication and presentation skills
• Attention to detail and good problem-solving skills
• Demonstrable experience in a similar technical Service Desk role
• Third level qualification in technology or related discipline or relevant experience
• The right to live and work in the UK
• An ITIL qualification is preferable but not essential
• Be available to work on a rota that covers 7am – 7pm
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes
• A flexible approach and willingness to exceed expectations

You are here: Consulting


Three core competency areas make up our Consulting service line:
• Technology
• Strategy & Operations
• Human Capital

We exist to solve complex problems
Our consultants are renowned for their straightforward approach to solving some of the world’s largest and most complex business challenges. With a team of over 3,000, each of us is energised by the challenge a seemingly inscrutable problem presents. Our distinctiveness lies in our refusal to accept a problem at face value – we draw on the depth of our shared insight to ask the right questions, and it’s these questions that uncover answers – answers with impact.

We are committed to collaboration
Our role is to unlock potential for growth and innovation. We believe this requires real collaboration – with our own networks and with our clients. It’s why we commit to truly getting under the skin of our client’s needs, developing a full appreciation for their environment, goals and ambitions. We’re also unafraid to challenge. In so doing, we build long-term and trusted affinities.

We create long-term, sustainable impact
We often work hand-in-hand with our clients to help find the right solution and to help apply that solution. Our aim is to leave behind ambassadors who are equipped to continue the transformation we began. For us, it’s about embedding sustainable change, allowing the impact of our insight to be felt for a long time to come.

We offer a number of different career pathways
We offer three different career pathways at Deloitte, meaning that there are three different routes by which people can progress in Consulting. We provide variety regarding the career options available to you, assisting you to take career steps that fit your skills, talents and aspirations, and providing an environment where those choices can be discussed in meaningful and constructive career conversations.

The Consulting Career Paths are:


Consulting pathway – pathway based around developing a broad consulting skillset alongside building expertise in a specific domain
Consulting Solutions pathway – pathway where there is greater focus on building skills and deep expertise in a specific domain. Practitioners have a narrow focus, determined by their SME and type of contribution made
Consulting Services pathway – pathway for people whose career is built around the delivery of managed services to clients (either internal or external)

About Deloitte


Our Purpose & Strategy
To make an impact that matters for our clients, our people and society – defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it’s about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.

How will this role make an impact that matters with Deloitte?
This opportunity will be integral to the Deloitte Cloud team in Belfast. You will help build out and develop our cloud team, and to play a central role in the delivery of secure scalable services.

What do we do?
Deloitte offers Global integrated professional services that include Audit and Risk Advisory, Tax, Consulting and Financial Advisory. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.

What do we value?
At Deloitte we foster a collaborative culture where talented individuals can produce their best work. We value innovative thinking, diverse insights and a genuinely distinctive level of customer service. We value difference, with respect at the heart of our inclusive culture, and we support agile working arrangements. Hear from some of our people already working at Deloitte in agile ways. We are proud to have received a Best for All Stages of Motherhood special award in 2016 as a Top Employer for Working Families.

Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and registered office at 2 New Street Square, London, EC4A 3BZ. Deloitte LLP is the United Kingdom affiliate of Deloitte NWE LLP, a member firm 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. 

Requisition code: 155670