ITSD Tech Analyst – Global Contact Center

Deloitte — Hyderabad, Telangana

₹4–10 LPA (HireSetu estimate) · 0–4 yrs exp · Freshers eligible · Full-time · onsite

HireSetu listing reference 671171 — confirm requirements below, then apply on the employer site.

Quick answer: A 2 PM to 11 PM onsite shift in Hyderabad, resolving hardware, software, access and networking problems for Deloitte's own employees over phone, chat, email and tickets. The experience bar is genuinely open at 0 to 4 years, and a diploma counts.

From Deloitte's job posting

Services Support Associate, Contact Center

Deloitte believes in its diverse talent. That is why only the BEST choose to be at Deloitte. Technology Team differentiates itself from other Call Centers. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative. Technology Team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.

Work you'll do

As a Services Support Associate, Contact Center on the Technology team, you will be responsible for:

  • Resolving voice and non-voice support interactions, including phone, email, chat, voicemail, and self-service tickets, in a timely manner.
  • Analyzing and addressing incidents and service requests involving hardware, software, operating systems, and access issues; escalating issues when required.
  • Documenting incidents, troubleshooting steps, and resolutions in the case management or customer relationship management system.
  • Monitoring ongoing issues, outages, and environment changes and applying updated guidance during end-user support interactions.
  • Meeting established performance metrics, including customer satisfaction, contact quality, first call resolution, and schedule adherence, while contributing to knowledge updates and team support.

The team

The Technology team is the first point of contact for Deloitte Member Firms supported by Deloitte USI facing challenges with any Technology not limited to hardware & software. Technology cater requests through phone, chat, web-forms & emails. Our team culture is collaborative and encourages team members to take initiative and seek on-the-job learning opportunities. Our professionals are committed to excellence and to enhancing the trust of our clients. Quality is our top priority, and by focusing on innovation, we continue to raise the bar on quality and deliver greater value to our clients.

Location: Hyderabad

Shift Timings: 2 PM to 11 PM

Required

  • Bachelor’s degree or diploma in computer science, electronics, commerce, computer applications, or another discipline
  • 0–4 years of experience in technical support, help desk, contact center, or customer support
  • Experience handling voice and non-voice support interactions
  • Experience documenting incidents and service requests in a customer relationship management or ticketing tool
  • Knowledge of Microsoft Office applications, including Outlook
  • Knowledge of Windows 10, macOS, computer hardware, software, networking, and internet fundamentals

Preferred

  • Experience supporting users in a contact center or shared services environment
  • Experience working with global users across Americas, EMEA, and APAC
  • Experience contributing to knowledge articles, process documentation, or knowledge base updates
  • Experience coaching or mentoring new hires

Text from Deloitte's official job posting, formatted by HireSetu. The employer's own page is the final word on details.

HireSetu's note

The shift shapes your week

Your day runs 2 PM to 11 PM, onsite in Hyderabad, and that is the first thing to weigh. The window lines up with EMEA afternoons and Americas mornings, the regions this team covers. Ask how transport home works at that hour and whether the shift ever rotates, because finishing at 11 PM is a different life from finishing at 6.

The work is internal. You support Deloitte's own staff, so the person on the other end is a colleague in another office with a laptop that won't boot or an account that's locked, not an outside customer.

Sorting filters from extras

Degree or diploma in computer science, electronics, commerce, computer applications, or another discipline: that last clause opens the door to almost any graduate. The two things under the experience line matter more than the number. They want voice and non-voice support work, meaning phone, email, chat, voicemail and self-service tickets, and documented incidents in a ticketing or CRM tool. If you have logged tickets anywhere, name the tool.

The required knowledge is wider than the skills tag suggests: Windows 10, macOS, hardware, software, networking and internet fundamentals, plus Outlook.

Everything in the preferred list is extra, not a gate: contact center or shared services background, supporting users across Americas, EMEA and APAC, writing knowledge articles, mentoring new hires. One of those on your CV separates you from the many applicants who match the required list and stop there.

Customer satisfaction, contact quality, first call resolution and schedule adherence are how you get measured, starting early.

Drafted with AI from Deloitte's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.

How to apply

  1. Open Deloitte's careers site with the Apply button.
  2. Follow the application steps on the site and upload your resume.
  3. Keep the confirmation email or application number for follow-up.

Apply on Deloitte's site

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