Information Technology Services (ITS) Sr Analyst Digital Collaboration Consultant (Tech)
Information Technology Services (Australia-ITS)
The ITS teams working out of Hyderabad provide services across various teams in EAS, Service Support, RPA, IT Risk and Compliance, QA, Cyber Security etc. The primary focus of this team is to provide the management and technical support to the key business contacts in Australia by ensuring that all the required SLAs, KPIs and other client requirements are met in an excellent manner.
About the Role:
The purpose of this role is to play a role in the adoption of Deloittes collaboration and productivity apps among our end users, with the aim of uplifting their digital capability in the workplace. Our mission is to help our people work smarter, not harder.
You will be a member of our Digital Collaboration pillar within the Digital Collaboration & Research (DCR) Team. You will work with end users to resolve their support queries and provide best practice advice on how they can get the most out of our apps. You will also manage license allocation, facilitate regular audit processes, execute monthly reporting and be involved in projects launching new apps and features and continuous improvement initiatives.
This is a unique opportunity to play a role in increasing our Firms digital fluency in a hybrid working world while also being exposed to exciting projects and initiatives.
Key Responsibilities:
Monitor the support queue and resolve issues and questions related to our digital collaboration apps in a professional and timely manner.
Support the administration of licencing and audits for applications such as Miro, Menti, Qualtrics, Power Platform and Docusign.
Ensure the accuracy of data inside AvePoint MyHub and Cloud Governance (e.g. updating renewal profiles for Teams workspaces, reviewing and updating the geo location of AU Teams workspaces).
Assist with the quarterly invoicing and recharge of costs for our digital collaboration apps.
Test and promote new front end M365 functionality and app features
Key Stakeholder Relationships:
End users at all levels
ITS Service Support Teams (L1 and L2)
- Global Digital Collaboration Team
Business Security Office (BSO)
KPIs/Key Results (what is delivered)
Metric All queries and license requests resolved within defined SLAs.
Metric Periodic data updates in MyHub/Cloud Governance executed according to schedule.
Metric Invoice and recharges executed according to schedule.
Critical Success Factors (the way the role is executed)
Passionate about managing and responding to end user queries and ensuring outstanding feedback through excellent service delivery.
Applies critical thinking to each support ticket to understand the issue the user is facing and ensures that any follow-up questions are only sent if absolutely required.
Attention to detail and proactive.
Builds product knowledge, staying abreast of the features coming on the product roadmaps for each of our productivity and collaboration apps.
Demonstrates initiative by seeking to understand how personal scope contributes to broader business objectives.
Competencies / Personal Attributes / Interpersonal Skills (about the person)
Competencies & definitions (essential & desired)
Customer Service You have confidence consulting with users from all different levels across different business areas.
Communication You have a proven track record of excellent written skills as well as excellent active listening skills.
Can Do Attitude You have initiative to see things to resolution and a desire to make an impact for our end users.
Digital Mindset You display a natural curiosity to understand and embrace collaboration apps and appreciate the acceleration of technology change.
Learning You have a positive and passionate learning mindset to ensure you stay abreast of new and emerging technologies in the digital collaboration space.
Qualifications, Work Experience & Technical Prerequisites
Technical / Specialist / Industry qualifications & work experience required in this role (essential & desired)
Bachelor in Business or Technology
Customer Service
Preferred Some understanding of Microsoft Teams, SharePoint Online