ANALYST ODC Team (Mac Specialist Role)
A person having high aspiration and passion for customer service excellence can accomplish their vision in Deloitte. CXO is the vital point of contact for all IT related incidents and service requests. Ability to demonstrate and communicate effectively with the wide variety of people in a dynamic, fast-paced environment, which provides services in professional manner, through email, phone, in person (Walk-in Customers). You need to be highly motivated team player with the skills and ability to manage ambiguity.
Work youll do
Serve as the first point of contact for all issues related to software and hardware on Mac/Windows endpoints within ODC projects, ensuring timely troubleshooting and resolution.
Maintain Service Level Agreements (SLAs) for tickets raised concerning Mac endpoints, guaranteeing adherence to response and resolution timelines.
Act as a technical advisor to the Business team within ODC projects, providing guidance and expertise on Mac endpoint-related matters.
Configure and optimize Mac/Windows endpoints to meet project-specific requirements, client specific end point controls and ensure seamless operations within the ODC environment.
Test and deploy new macOS updates, application patches to meet the compliance requirements.
Collaborate with stakeholders to identify process gaps and improve efficiency in managing Mac endpoints across teams.
Document problems, resolutions, and technical processes for knowledge bases and ensure compliance with organizational policies.
Monitor and remediate vulnerabilities specific to Mac/Windows endpoints, ensuring the systems remain secure and compliant with organizational standards.
Provide regular updates to supervisors and managers on Mac endpoint-related activities through dashboards and reports, maintaining accuracy and professionalism.
Help ITS-CXO-ODC team build audit readiness checklists.
Help follow up with multiple stakeholders using ODC operational shared mailbox and day-to-day activities.
Working with different stakeholders and processing the ODC related invoices.
ODC asset management and tracking.
Vulnerability management and remediation.
Work with immediate supervisor understand and assist on ODC transactional issues
Help follow up with ITS- EUS team & ensure monthly checks are complete and update the dashboard accordingly and share the report with immediate supervisors/Managers
Help follow up with all stakeholders for all ODC related transactional activities.
Adhering to existing processes. Documents problems and resolutions for knowledge bases, original equipment manufacturer (OEM) vendors, and service desk tickets. Adheres to policy and Service Level Targets (SLTs) through accurate recording of service activities, asset transactions, data retention, and PC compliance activities. Performs password resets and workstation management in Active Directory.
Coordinating with different stakeholders and setting-up calls based on the requirement & sending the MOMs.
Assists infrastructure teams (LAN, WAN, Telephony) where local hands-on activities are required.
ServiceNow ticket monitoring and resolution.
Regular compliance checks and remediation.
Configuring ODC endpoints and work on onboarding and offboarding activities.
Work with Offshore Development Center (ODC) team/stakeholders to identify process gaps.
Advance skills with MS Excel & MS PowerPoint.
Basic knowledge of Windows Scripting & GPOs.
The team
CXO team is proud to be part of Deloittes Information Technology Support Services spread across Hyderabad, Mumbai, Bengaluru & Delhi. This team is responsible to accomplish various Offshore Development Center (ODC) Customer support with collaboration with ITS-EUS team to provide world class customer service. This team takes care of managing the ODCs.
Qualifications
Required:
B. Tech, BE & Engineering Graduates or equivalent
Strong Technical troubleshooting knowledge on mac end points,
Knowledge on JAMF framework, managing mac profiles and terminal scripts on mac end points.
Networking & Security will be an advantage.
Preferred:
ITIL Certification
Jamf 100 (Jamf Certified Associate) /Jamf 200 (Jamf Certified Technician)
Basic knowledge of overall network/systems security/Qualys (Vulnerability Assessment)
How youll grow
At Deloitte, weve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunitiesincluding exposure to leaders, sponsors, coaches, and challenging assignmentsto help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our peoples growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloittes culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloittes impact on the world.