Deloitte Senior Analyst - Technology Support Jobs in Ghana
Deloitte Senior Analyst - Technology Support Jobs in Ghana
71 George W. Bush Hwy, Accra, Ghana
Part-time
Company DescriptionDeloitte is the largest private professional services network in the world.
Every day, approximately 345,000 professionals in more than 150 countries demonstrate their commitment to a single vision: to be the standard of excellence, while working towards one purpose – to make an impact that matters.
In Ghana, Deloitte is one of the leading professional services organisations, specialising in providing Consulting, Audit, Tax & Regulatory, Business Process Solutions, Risk Advisory and Financial Advisory services.
As part of our offerings, our team provides recruitment services on behalf of our clients.
About Our ClientA leading Global Client seeks qualified professionals to join their team.
The Firm differentiates itself from other call centres.
The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.
Technology Support 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.
Job DescriptionRole ResponsibilitiesSupport Multiple Member Firms Support PPMDs (VIP Callers) and their delegates through frontline contacts working to provide a quick resolution, maintaining ownership of customer's ticket and providing peace of mind
Members responsible for managing multiple countries, systems and skillsets.
Stay current on new deployments and system updates
Follow established process, procedures and APRs while maintaining compliance
Report potential call drivers to leadership
Meet provided KPIs – FCR, SA, Quality, Flowout, CSAT
Contribute to Knowledge Database and process improvements
Maximize availability to support inbound contacts
Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
Stay current on the tools used to support our customers
Identify trends to be reported to leadership
Ticket follow-up for PPMD ownership
Share feedback/observation with leadership on process, team, and knowledge opportunities Answer incoming interactions (calls, webforms, emails, chats and voicemails).
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 as ISS-Technology 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.
Senior Analyst (Incident Resolution Team/ Incident Management)
In-Depth Technical Support
Support Multiple Member Firms (Global Support)
Work with Local IT Services and NOC for any network/application/system outages
work on escalated tickets, maintain relationship with external support groups
proactively identify trends
use the right tools & knowledge
quality of service and assist frontline analysts
Arrive to work on time and on days scheduled as well as adhering to the schedule provided by RTM.
If they are unable to meet this requirement, they are to contact their leader and RTM
Treat customers with courtesy and respect by following our Quality Guidelines
Stay current and participate
in testing and providing feedback for new deployments and system updates
Perform administrative tasks specific to their line of business
Follow established process, procedures and APRs while maintaining compliance
Report potential call drivers and trends to leadership
Meet provided KPIs – SA, Quality, CSAT
Updates to Knowledge Database and process improvements to contribute to the FCR KPI target
Take ownership of service recovery situations
Support frontline interactions when staffing and/or call volume requires
Appropriate handling of contact through following knowledge to escalate to the correct groups
Follow guidelines for handling PII, confidential and sensitive information
Support Firm Emergency processes
Take initiative and own your career
A subject matter expert in one or more areas
Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
Be a mentor and assist in training for other analysts
Stay current on the tools used to support our customers
Qualifications
Possess minimum of bachelors’ degree (B.Sc./BCom/BCA) with computer science and electronics background) or non-engineering or any other related field.
Minimum of 4 - 6 years cognate experience in a related field of work
Fluency in French will be an added advantage
Required Skills
Answer incoming interactions (calls, webforms, emails, chats and voicemails).
Excellent verbal and written communication skills: With a Versant Score of 70 or above.
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.
Self-disciplined in order to adhere to the schedule published.
Tier -2/ Second level support resolving complex queries.
Responsible for second level tickets and working with multiple internal teams to resolve application errors and issues.
Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
If no solution is available, tier 2 support escalates the incident to tier 3.
Support personnel with deep knowledge of the product or service, High end technical knowledge on Hardware, Software
PDAs (Blackberry, iOS, Android and Windows) is a plus. Basic understanding of Operating Systems (Windows Vista, 7, 8, 8.1), VPN, Network/Internet, LAN, WAN concepts.
Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Knowledge of Macintosh OS
Basic networking concepts and troubleshooting
Exposure to active directory concepts
MAC troubleshooting
Additional Information
Application closes on 15 December 2022
How to Apply
For more information and job application details, see: Deloitte Senior Analyst - Technology Support Jobs in Ghana
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