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SSC IT Helpdesk Senior Specialist / Assistant Manager

Date:  08-Jan-2022
Service Line / Portfolios:  Information Technology

Kuala Lumpur, MY

Title: Service Line (based in ) – Sr Staff (Senior Associate / Senior Consultant / Assistant Manager)

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.

Work you’ll do


  • Supporting inbound/outbound contacts (50% of their time).
  • Working on open tickets, assist front line analysts through knowledge sharing.
  • Customer follow-ups, provide quality of service and stay current on support changes.
  • Follow schedule in WFM (Work Force Management) for coaching and phone support.
  • Submit needed schedule exceptions to RTM/Assistant Manager.
  • Stay current on RTM Alerts and new deployments.
  • Search Service Now for open tickets assigned to the analyst.
  • Login to support inbound contacts.
  • Manage their own availability using appropriate codes.
  • Assist analysts with questions posted in Spark.
  • Identify trends to be reported to leadership.
  • Prepare and deliver coaching as per the schedule.
  • Provide real-time feedback.
  • Collaborate with Quality team and Assistant Manager.
  • Submit knowledge contributions.
  • Share feedback/observation with leadership on process, team, and knowledge opportunities.
  • Review coaching month-to-month to identify performance trends.

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.



  • Minimum of 2 to 4 years of Call Center experience in a contact center.
  • Any Bachelor’s degree is required, with master’s degree being an advantage.
  • Excellent interpersonal and communication skills, business acumen, the ability to adapt to change, and experience in contact center tools.
  • Excellent people handling skills with expert knowledge of the contact center operations.
  • Self-motivated, team player, action and results oriented.
  • Excellent organization skills with the ability to multitask and an expert problem solver.
  • Effectively use knowledge and training to resolve issues with good reporting skills.
  • Previous experience of working with Global teams is an advantage.

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:  68349

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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