Technical Analyst, Customer Experience, Enabling Functions
Deloitte
Belfast, Scotland
5d ago

Play a vital role in ensuring our customer’s excellent experience with IT.

This is an excellent opportunity to work in our busy Belfast location as a Technical Analyst. Belfast currently has over 1200 employees split over two locations with a new all-encompassing building on the horizon.

Working alongside one other Technical Analyst based in Belfast you will be responsible for numerous aspects of our customer’s experience with IT, primarily the second line software / hardware support.

A challenging, fast paced role within the customer experience team with opportunity to learn and develop.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients.

If this opportunity is of interest to you with some flexibility, please do discuss with us.

Are you looking to return to the workplace after an extended career break?

For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more.

If this is relevant for you, just let your recruiter know when you make your application.

Your role

The emphasis of this role is to provide a high-level of customer service to meet the needs of the business and to meet the objectives of the ITS department.

The role involves working in a busy and lively office, which at times can be pressurized. The role would ideally suit someone with at least two years’ experience working within a Technical role with good problem solving and excellent people skills.

There is an occasional requirement that the successful candidate be willing to travel to other offices within the UK Firm during the working week.

Applicants should be able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels, even under pressure.

They should also have a friendly and polite telephone manner and should be able to work using their own initiative and show attention to detail.

Responsibilities :

  • Reports to Customer Experience & Support Services Supervisor
  • Ensuring incidents are updated and customers receive support in a timely manner
  • Second line software and hardware support to customers both office based and remote, including proactive advice and training
  • Maintaining a high level of customer satisfaction across the business
  • Installation, configuration and administration of desktop and laptop PCs & tablets (including Apple MacBook’s), printer hardware, & mobility devices (Apple) remote tools
  • Occasional travel to other UK offices to provide holiday / sickness cover
  • Emphasis on taking initiative whilst following procedures and working with systems and processes
  • Responsible for providing an extremely high-level customer focused On-site support service to all members of the firm
  • Event IT Support required onsite / offsite
  • Work closely with other departments in IT Services to ensure a quality culture
  • To ensure that IT security is kept to a high standard
  • Working effectively in diverse teams within an inclusive team culture where people are recognised for their contribution
  • Your work, your choice

    At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients.

    Please speak to your recruiter about the working pattern that works best for you.

    Location : Belfast

    Work pattern : This is a permanent contract opportunity. The role can be worked on a full-time basis. Working on a regular shift pattern 08 : 00-16 : 00, 09 : 30-17 : 30 & 11 : 00-19 : 00 Mon-Fri also 09 : 30-17 : 30 on Saturday (with a day off in lieu, working approx.

    1 every 10 Saturdays). Regional office working hours are 09 : 00 17 : 30

    Our team members work a variety of agile working patterns. Tell us what arrangement works for you and we’ll try to accommodate.

    Your professional experience

    Essential

  • Microsoft Windows 10, Microsoft Office / O365, AD, ServiceNow and Skype for Business troubleshooting
  • MacBook OS : Mojave & Catalina. JAMF and iOS devices troubleshooting
  • Strong Customer Service skills
  • Understanding of service management disciplines incident management, problem management etc.
  • Broad technical knowledge of IT infrastructure and how components are inter-connected
  • Desirable

  • ITIL foundation certification
  • Hardware repair experience
  • Experience working in a professional services firm
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