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GlobalCore Helpdesk Analyst (Level 2) - Korean Speaking

Date:  13-Jul-2022
Service Line / Portfolios:  Information Technology
Location: 

Kuala Lumpur, MY

Title: GlobalCore Helpdesk Analyst (Level 2) – Korean Speaking

What impact will you make?

At Deloitte, we offer a unique and exceptional career experience to inspire and empower talents like you to make an impact that matters for our clients, people and community. Whatever your aspirations, Deloitte offers you a highly inclusive, collaborative workplace and unrivalled opportunities to realize your full potential. We are always looking for people with the relentless energy to push themselves further, and to find new avenues and unique ways to reach our shared goals.

So what are you waiting for? Join the winning team now.

 

Deloitte prides itself on building a team with diversity. That is why only the BEST choose to be at Deloitte. This role forms part of our Application Support Team which sits within the Global Contact Centre serving Deloitte Korea.  

 

Our work culture encourages, supports and recognises you for delivering high quality service outcomes.  In this role, you will be empowered to take initiative, think outside the box, be decisive, leverage your attention to detail and showcase your agility with change.  You’ll be a self-starter who thrives in an environment where you feel empowered to be proactive and decisive with minimal intervention.    
 

What does the role involve?

 

Deloitte will train you on the technical aspects of your role.  We are looking for people who enjoy helping others and who have a positive attitude, excellent soft-skills and a willingness to learn and grow.  This is a Level 2 role, so you will need to have the experience necessary to lead a team of Level 1 Helpdesk Analysts.

 

To be successful, you will be:

  • Fluent in Korean, both written and verbal.
  • Experienced at following processes, procedures and APRs in a compliant manner.
  • Trained to be the go-to subject matter expert for one or more helpdesks (Finance, SWIFT).
  • Resolving escalated tickets by facilitating an outcome with the customer and helpdesk teams.
  • Excellent at relationship management with helpdesk, suppliers, customers and stakeholders.
  • Proactive in identifying trends, escalating to L3 and creating and managing alerts.
  • Able to analyse and report on call drivers, themes and outages.
  • Able to take ownership for incidents and see them through to resolution for the customers.
  • Able to actively monitor open/pending L2 tickets, with a focus on Priority 1 and 2.
  • Able to review and take ownership for unassigned L2 escalations and manage queues according to KPIs.
  • Resolution focussed, leading the team to meet or exceed all L2 KPIs.
  • Ready to assist Helpdesk Analysts to resolve issues while they are on a call.
  • Conscientious in keeping the Knowledge Database up to date and recommending process improvements to KPI performance for both L1 and L2.
  • Ready to learn by attending meetings for training, deployment updates, enhancements.
  • Diligent with handling Personally Identifiable Information (PII) and compliant with following processes set by the organisation.


Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Senior Associates / Senior Consultants / Assistant Manager across our Firm are expected to:

 

  • Understand objectives for stakeholders, clients and Deloitte whilst aligning own performance to objectives and sets personal priorities.
  • Develop themselves by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador.
  • Seek opportunities to challenge themselves, collaborate with others to deliver and takes accountability for results.
  • Build relationships and communicates effectively in order to positively influence peers and stakeholders.
  • Work effectively in diverse teams within a highly inclusive team culture where everyone is supported, respected and recognized for their contribution.

 

Who are we looking for?
 

  • A minimum of 1 to 3 years’ experience in Contact Centres.
  • Fluent in both Korean and English (Written and Verbal).
  • Excellent interpersonal and communication skills.
  • Business acumen and experience with Contact Centre systems.
  • Has basic understanding in Contact Centre Industry and market trends.
  • Problem solver - love helping and leading people to solve problems.
  • Self-motivated team player who is results orientated.
  • Ability to manage your time and handle competing priorities.


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.

 

 

 

Requisition ID:  85630

In Malaysia, the services are provided by Deloitte and other related entities in Malaysia ("Deloitte in Malaysia"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Malaysia, which is within the Deloitte Network, is the entity that is providing this Website.

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