Help Desk Deputy

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Work You'll Do

As a Project Delivery Senior Analyst on the project, you will:

• Liaison between the Tier 1 Help Desk agents and the Help Desk Manager
• Support Tier 1 Help Desk Agents with Tier 2 and Tier 3 technical support
• Help monitor the activity of help desk agents, coordinate training, and partner with technical and business teams to identify and resolve system issues, streamline workflows, and enhance user experience
• Monitor intra-day queues and workload distribution, provide coaching, complete once weekly report, and continue steady state operations
• Play a critical part in maintaining service excellence

The Team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Digital Foundry, Operate, & Innovation offering designs and delivers ongoing services to run our clients' customer digital businesses. Also includes the innovation and assets team, responsible for orchestrating the broader OP innovation agenda and solution/accelerator development.

The Project Delivery Talent Model is designed for professionals with specialized skills that align to a current client need. Team members focus on delivering services to clients, without additional expectations related to business development or promotion. Their employment is tied to their role on a project, and they are eligible for a benefits package that is competitive for project delivery-focused professionals.

Qualifications

Required :

• Bachelor's degree in technical field of study
• 2+ years of experience in a Help Desk or IT Support role role in which you have provided customers with technical support
• 1+ years of experience as an escalation point of contact for technical support (Tier 2 / Tier 3 support)
• 1+ years of experience utilizing Jira for ticket tracking
• 1+ years of experience utilizing Excel for data reporting
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to travel 0-25%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred:

• 1+ years of experience utilizing Amazon Connect telephony system
• 1+ years of experience supporting the federal government

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $72,900 to $134,300.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.