Deloitte: Finance Service Desk (FSD) – Analyst

Job Description:

Deloitte is hiring for the role of Finance Service Desk (FSD) Analyst, offering an excellent opportunity for fresh graduates and early-career professionals to build a strong foundation in IT support and business application services. As part of Deloitte’s global support ecosystem, this role focuses on delivering high-quality technical and functional assistance to employees across multiple geographies. The position involves handling queries related to business applications, troubleshooting system issues, and ensuring smooth operational workflows. It plays a vital role in maintaining service excellence by acting as the first point of contact for internal stakeholders and ensuring quick and effective issue resolution.

In this role, you will be responsible for managing incoming requests through multiple channels such as calls, chats, emails, and web forms. You will analyze issues related to software, hardware, and application performance, providing immediate solutions or escalating them to the appropriate teams when necessary. The role demands strong analytical thinking, attention to detail, and the ability to work efficiently in a fast-paced, 24/7 support environment. By ensuring accurate ticket documentation and timely resolution, you will contribute significantly to maintaining high customer satisfaction and operational efficiency.

Deloitte provides a dynamic and inclusive work culture where employees are encouraged to think independently, take initiative, and continuously improve their skills. The Finance Service Desk team stands out for its commitment to delivering exceptional service and fostering a supportive environment with strong learning and development opportunities. This role not only enhances technical and communication skills but also offers exposure to global operations, diverse cultures, and enterprise-level systems, making it an ideal stepping stone for a long-term career in IT support, operations, or consulting.

Roles & Responsibilities:

• Handle incoming support requests from Deloitte employees via calls, emails, chats, webforms, and other communication channels, ensuring timely and professional responses.
• Analyze and resolve incidents related to business applications, software issues, and hardware problems, providing accurate and effective solutions.
• Document all incidents, service requests, and resolutions in CRM tools, maintaining proper records and ensuring compliance with support processes.
• Escalate unresolved or complex issues to the appropriate technical teams while ensuring proper follow-up and closure of tickets.
• Monitor ongoing system issues, outages, and updates communicated through internal channels to stay informed and provide accurate support.
• Meet and exceed key performance metrics such as customer satisfaction scores, first call resolution, contact quality, and schedule adherence.
• Build strong relationships with users by delivering a positive customer support experience and demonstrating professionalism in all interactions.
• Participate in training sessions, coaching programs, and knowledge-sharing activities to continuously improve performance and skills.
• Adapt to a 24/7 work environment with flexible shifts, ensuring consistent service delivery across global time zones.
• Ensure adherence to organizational policies, ethical standards, and core values while maintaining high levels of accountability and discipline.

Requirements & Eligibility:

• Bachelor’s degree in B.Sc, B.Com, BCA, Diploma, or any non-engineering graduation, making this role accessible to a wide range of candidates.
• 0–2 years of experience in customer support, IT help desk, or service desk roles, with a strong interest in technical support and troubleshooting.
• Excellent verbal and written communication skills, enabling clear and effective interaction with global stakeholders.
• Strong analytical and problem-solving abilities to diagnose issues and provide accurate solutions in a timely manner.
• Basic knowledge of computer systems, hardware, software applications, and internet connectivity concepts.
• Familiarity with Microsoft Office tools such as Word, Excel, and PowerPoint for documentation and reporting purposes.
• Ability to understand and explain complex technical issues in a simple and user-friendly manner.
• Strong troubleshooting skills to identify root causes and resolve user queries efficiently.
• Flexibility to work in rotational shifts, including night shifts, to support global operations.
• Self-motivated attitude with a strong focus on delivering excellent customer service and maintaining high-quality standards.

Expected Salary:

The expected salary for a Finance Service Desk (FSD) Analyst at Deloitte in India typically ranges between ₹3 LPA to ₹6 LPA, depending on qualifications, communication skills, and prior experience. Freshers usually start at the lower end of the range, while candidates with relevant support experience may receive higher packages. Deloitte also offers additional benefits such as performance incentives, learning opportunities, and career growth programs.

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