DRSC GlobalCore IT Specialist

Deloitte Regional Services Center Sdn. Bhd.

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This job is all about helping Deloitte staff with tech problems over calls, chat, and email. You might like this job because it offers a chance to improve your tech skills while supporting a dynamic team, even if that means working odd hours!

Undisclosed

Kuala Lumpur, MY, Kuala Lumpur

Full-Time

Job Description

To assist Deloitte employees with financial application issues over the phone, chats and emails in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the interactions, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center.

Willingness to work in rotational shifts including Weekends.

Avoiding unscheduled absenteeism, failing which will have a serious impact on the employment.

Use the right tools & knowledge, provide quality of service, and stay current on support changes

Arrive to work on time and on days scheduled as well as adhering to the schedule provided by WFA (Work Force Administration).

Treat customers with courtesy and respect by following our Quality Guidelines.

Follow established process, procedures and member firm polices while maintaining compliance

Stay current on new deployments and system updates.

Report potential call drivers to leadership

Meet provided KPIs – FCR, Schedule Adherence, Quality, CSAT

Contribute to Knowledge Database and process improvements

Support Firm Emergency processes

Maximize availability to support inbound contacts

Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups

Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information

Take initiative and own your career

Stay current on the tools used to support our customers

Job Requirements

Company Benefits

Comprehensive Insurance Coverage

Employees are provided with labor and health insurance, along with group insurance plans, ensuring robust health and financial protection.

Professional Development Support

The firm offers incentives for obtaining professional certifications, subsidies for association membership fees

Flexible Working Arrangements

Recognizing diverse needs, Deloitte provides flexible working hours and leave systems, including anticipated and deferred annual leave.

Employee Well-being Programs

Initiatives such as physical health checks, Employee Assistance Programs, and subsidies for group activities and sports clubs.

Additional Info

Company Activity

Last active - few hours ago

Experience Level

0 - 10 Years of Experience

Job Specialisation

Data Science & Analytics, Software Development & QA / Testing, System & IT Helpdesk / Database Administrator

Company Profile

Deloitte Regional Services Center Sdn. Bhd.

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax & legal, and related services. With more than 175 years of hard work and commitment to making a real difference, our organisation has grown in scale and diversity—approximately 415,000 people in 150 countries and territories, providing these services—yet our shared culture remains the same. Our...