Associate Services Specialist I, CTS ODC
Deloitte
About the Role
The Associate Services Specialist I - CTS ODC role at Deloitte is for a professional with high aspiration and passion for customer service excellence. The CTS ODC team serves as the vital point of contact for all IT related incidents and service requests, providing services in a professional manner via email, phone, and in-person. This role requires the ability to communicate effectively with a wide variety of people in a dynamic, fast-paced environment, and to manage ambiguity as a highly motivated team player.
Key Responsibilities
- Focus on delivering world-class customer service to customers.
- Maintain the Dashboard specific to ODC based on day-to-day requirements.
- Work with the CTS ODC team/Stakeholders to update all critical data on SharePoint and maintain accuracy.
- Identify process gaps with the ODC team/stakeholders.
- Assist in documenting ODC specific processes.
- Help maintain ODC specific fortnight reports and prepare ODC related PPTs.
- Assist in building ODC audit readiness checklists.
- Follow up with multiple stakeholders using the ODC operational shared mailbox for day-to-day activities.
- Process ODC related invoices by working with different stakeholders.
- Understand and assist on ODC transactional issues with an immediate supervisor.
- Follow up with the CTS EUS team to ensure monthly checks are complete, update the dashboard accordingly, and share reports with immediate supervisors/managers.
- Follow up with all stakeholders for all ODC related transactional activities.
- Coordinate with different stakeholders and set up calls based on requirements, sending MOMs.
- Gather required information during ODC New Setup/Migration/Expansion along with an immediate supervisor.
The Team
The CTS ODC team is part of Deloitte’s Information Technology Support Services across Hyderabad, Mumbai, Bengaluru & Delhi. This team is responsible for accomplishing various Offshore Development Center (ODC) Customer support tasks in collaboration with the CTS-EUS team to provide world-class customer service and manage the ODCs.
Qualifications
- ITIL – Certification (Preferred)
- Microsoft MCITP – Certification (Preferred)
- Basic knowledge of overall network/systems security
- AI literate