Deloitte USI (United States India offices), an elite global leader in professional services, has officially opened applications for the position of Intela Support – Associate Services Specialist I within its Global Tax & Legal Support business unit. Based out of Deloitte’s world-class corporate infrastructure hubs in Hyderabad, this position operates under a 24/7 Rotational Shift Setup. Deloitte USI Intela Support Agent provides a premium professional gateway for fresh graduates and early-career IT professionals to drive digital application support, end-to-end incident handling, and global user management systems.
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Job Overview:
| Particular | Details |
|---|---|
| Company Name | Deloitte USI (United States India) |
| Job Role | Intela Support – Associate Services Specialist I |
| Job Location | Hyderabad, Telangana, India |
| Employment Type | Full-Time, Permanent |
| Experience Window | 0 to 2 Years (Open to Freshers) |
| Qualification | Any Bachelor’s Degree |
Core Position Framework:
As a core professional within the Global Tax & Legal Support team, your primary objective is to deliver world-class, round-the-clock technical troubleshooting for over 20 priority digital systems, including the “Global Intela” ecosystem. You will serve as the first point of contact for internal and external practitioners globally, maintaining strict operational metrics while driving platform customer satisfaction.
Key Structural Responsibilities:
- Ticket Lifecycle Management: Own the logging, classification, tracking, and end-to-end management of client incident and service requests.
- ITIL Process Adherence: Apply foundational ITIL concepts across daily workflows to balance incident, problem, and change management sequences.
- Multi-Channel Communication: Manage voice and non-voice customer interactions seamlessly via telephone calls, live web chats, and shared team mailboxes.
- Strict Metric Delivery: Achieve standard performance benchmarks across operational metrics including C-SAT, Average Handling Time (AHT), First Contact Resolution (FCR), and quality assurance scoring.
- VIP & Priority Support: Formulate rapid responses for high-impact situations, isolate business disruptions, and provide custom care for global leadership teams.
- Technical Troubleshooting: Triage application friction points across Microsoft stacks (ASP.NET, C#, Active Directory, DPASS) alongside standard MS Office suites.
- Identity & Access Provisioning: Administer user accounts and credential protocols securely for non-Deloitte external client organizations.
Required Technical Qualifications & Capabilities:
- Academic Credentials: Completed Bachelor’s degree from any recognized university stream.
- Professional Background: 0 to 2 years of active workflow exposure within technical support or application maintenance contexts.
- Communication Mastery: Exceptional spoken and written English language proficiency, featuring polished call etiquette and clear articulation.
- Operational Readiness: Complete flexibility to navigate rotating shift cycles, including weekend schedules and select holiday coverage templates.
- Technical Familiarity: Practical baseline knowledge of foundational application environments, software workflows, and standard PC infrastructure.
Preferred Technical Capabilities (Bonus Points):
- Hands-on operational familiarity navigating inside the ServiceNow ticket platform.
- Familiarity with foundational cloud service concepts, particularly the Microsoft Azure platform.
How to Apply Directly
- Apply Directly via Official Deloitte USI Careers Portal
Frequently Asked Questions (FAQs)
What are the exact rotation hours specified for the 24/7 operational shifts?
The tracking shifts cycle regularly (typically updated monthly) and include specific windows such as Morning (05:30 AM – 02:30 PM IST), Afternoon/Evening (02:00 PM – 11:00 PM IST), and Night/Graveyard (09:00 PM – 06:00 AM IST) schedules.
Can final year college students who have not graduated apply for this specialist role?
The eligibility criteria require applicants to possess a completed Bachelor’s degree (Any Graduate stream) to support global client users effectively from Day 1.
What exactly does the “Zero RED Light Calls” parameter indicate?
It refers to a rigorous quality control target requiring customer service professionals to avoid customer service complaints, major SLA breaches, or communication breakdowns throughout the operational year.
Disclaimer
Hustle2GetHired is a completely free career educational notification platform. We are an independent reporting portal and do not charge processing assets, profile handling fees, or application placement charges. All qualification checks are handled securely directly by the talent acquisition network of Deloitte.
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