DRSC GlobalCore IT Specialist

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do

To assist Deloitte employees with technology problems via various inbound channels in a timely manner so that they
can perform their job and be productive for the firm. It might involve either direct resolution of the problem or
escalation to another team as the case may be. Our customers have a high expectation that you will be able to
resolve their issue within the interaction, but they recognize that there are some issues that can only be resolved by
teams outside the Contact Center. Our customers are very computer literate, and accuracy of information is a high
priority.

• Excellent knowledge of Microsoft Technologies such as Outlook, Microsoft O365, working and
  troubleshooting experience in Hybrid Environment of On Prem and Exchange Online
• Knowledge of Active Directory such as password reset, Account management, Mailbox and DL
  management
• Good to have experience in working on MS Teams, One Note and One Drive for Business, knowledge of
  Windows Azure functionality for Mobile Device Management will be added advantage
• Exceptional knowledge of performance optimization of Windows laptops, including reconfiguration,
  maintenance and/or upgrades
• Should possess most updated Knowledge Smartphone OS such as Android and iOS, Email sync on PDA,
  Hotspot configuration and troubleshooting
• Should provide technical resolution or troubleshooting to the Customers for laptop, printer, MFD and
  other hardware peripherals

What we need

• Use the right tools & knowledge, provide quality service and stay current on support changes
• Treat customers with courtesy and respect by following our Quality Guidelines
• Follow established process, procedures and member firm polices while maintaining compliance
• Stay current on new deployments and system updates.
• Report potential call drivers to leadership
• Meet provided KPIs – FCR, Schedule Adherence, Quality, CSAT
• Contribute to Knowledge Database and process improvements
• Support Firm Emergency processes
• Maximize availability to support inbound contacts
• Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
• Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive
  information
• Take initiative and own your career
• Stay current on the tools used to support our customers

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Analyst across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to Deloitte’s success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop their understanding of Deloitte and offer a fresh perspective.

Requirements

• Minimum of 1 to 4 years of Call Center experience
• Any Bachelor’s degree
• Excellent command of English and Bahasa Melayu (Read, Write, Speak)
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools
• Knowledge of Networking and Internet connectivity issues for desktop & portable systems is a must
• Knowledge of MS Office including Outlook
• Knowledge of computer hardware and software
• Knowledge of operating systems like Windows and Mac.
• Knowledge of network and internet.
• Ability to perform under pressure

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.