Technology Support Analyst

Tax and Legal Information Technology Posted: 18-Nov-2022

Chicago, Illinois, United States

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

The Technology Support Analyst plays an integral role on our Global Support team as the individual responsible for processing requests and resolving support issues from Deloitte users and Deloitte client users. In this role, you will be responsible for providing Level 1 Technical Application support via email, phone, and chat, and will be responsible to maintain product SLAs via a ticketing system for incident management.  This role will allow you to demonstrate your extraordinary customer service and technical support skills in software support and communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. 


Responsibilities include:

  • Provide premium-level technical application support via email, phone, and chat, to both internal and external (client) users.
  • Maintain all application SLAs and respond to users via a ticketing system for incident management.
  • Respond to end user (client) support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
  • Log and track incidents/requests from identification through resolution in incident management software.
  • Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
  • Collaborate with application development/infrastructure resources to resolve incidents/requests.
  • Follow all internal processes and procedures within the Intela Support team, including ticket handling and ticket management.
  • Document resolutions and internal procedures and update knowledge articles.
  • Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
  • Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
  • Provide after hours and on-call support as needed


The team

Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.

Qualifications

  • Bachelor’s degree in information technology, computer science, or related field
  • 2+ years of experience as a Technical Application Support Analyst
  • Must have excellent written and verbal communication skills
  • Experience with incident tracking systems such as ServiceNow
  • Experience with maintaining knowledgebase entries
  • Experience with MS Office suite
  • Experience working with end users (clients) to resolve their support incidents
  • Ability to work flexible shifts to include late night shifts, holidays, and weekends
  • Experience working successfully with onshore and offshore teams
  • Experience with SharePoint for building/ maintaining knowledgebase entries
  • Ability to prioritize tasks and flexibility to work on multiple assignments


Preferred:

  • Knowledge of Tax
  • Multilingual

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.


At Deloitte Global, we know we’re at our best when we look out for one another; prioritize respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.