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Analyst- GCC-AAPS- Bengaluru

Deloitte

0 - 3 years

Bengaluru

Posted: 01/08/2025

Job Description

Position Summary

Designation: Analyst

Role: Audit Application support - Analyst

Job Description: This Job provides voice, chat, email and webforms support to different Deloitte Audit applications. Support is  mostly around the firm audit applications which requires  effectively providing resolution to complex queries, resolving customer issues / bug fixes and also acting as liaison between auditors and engineering teams . Works in a 24*7 support environment demonstrating excellent communication skills. 'This process involves providing Level 1 remote support on Application products / systems. This includes resolution of queries which are of high complexities across multiple geographies.  As these are internal applications, the knowledge around resolutions is not available outside Deloitte, therefore members need to clearly understand and comprehend the knowledge available and provide resolution.

Roles and Responsibilities:

Answer incoming interactions (calls, webforms, emails, chats and voicemails).
Excellent verbal and written communication skills.
Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
Adhere to contact quality guidelines.
Excellent decision making skills to ensure optimum customer satisfaction.
Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
Display excellent customer service skills and attitude on each and every interaction.
Constantly strive to meet or exceed the goals/KPIs.
Demonstrate flexibility in working in different shifts . This team works 24x7.
Self-disciplined in order to adhere to the schedule published.
Identify knowledge gaps and submit corrections/updates and new knowledge documents.
Should be able to mentor new hires

Required Skills / Competencies:
B.Sc/B.Com/BCA/B.E/B.Tech (with computer science and electronics background) Other non-engineering graduation/Diploma: 2-4 yrs

Trainings needed:

Generic Training(s)
Generic Trainings
 Basic understanding of Microsoft Office applications (Outlook,Excel,Word,PowerPoint)
Effective Email Writing
Be a better listener
Intonation in Conversations
Reading Strategies
Customer Service & Support For Customer Service Executives
The Customer: How to Understand Their Needs
Customer Service English Essentials

Functional training(s)


 Introduction to Service Management with ITIL 4
IT Troubleshooting Skill Training
IT Help Desk ProfessionalSharePoint Online Beginners Course



Firm Knowledge
 Ethics (deloitte.com)
 CoRe
 Global Contact Center
 IRPM |Snapshots & How they are being used
 Business Chemistry
Our purpose

Deloittes 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: 307848

About Company

Deloitte is a global professional services firm that provides a wide range of services, including audit and assurance, consulting, tax, risk management, and financial advisory. With a presence in over 150 countries and a network of member firms, Deloitte serves clients across various industries, helping them solve complex business challenges, improve operations, and innovate. Known for its expertise in management consulting, technology solutions, and strategy, Deloitte is one of the Big Four accounting firms and is recognized for its commitment to quality, integrity, and making an impact in the marketplace.

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