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Deloitte

ITS Service Support Consultant

To help our clients and our people excel

  • Customer service and support

  • Full-time

  • Office | Sydney, NSW, Australia

  • Visa sponsorship · No

  • Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.

  • ·

Why Deloitte

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So, when people ask, “What’s different about Deloitte?” the answer resides in the many specific examples of where we have helped Deloitte member firm clients, our people, and sections of society to achieve remarkable goals, solve complex problems, or make meaningful progress. Deeper still, it’s in the beliefs, behaviors, and fundamental sense of purpose that underpin all that we do. With more than 150 years of hard work and commitment to making a real difference, our organization has grown in scale and diversity—approximately 245,000 people in 150 countries and territories, providing audit & assurance, tax, legal, risk and financial advisory and consulting services—yet our shared culture remains the same. For us, good isn't good enough. We aim to be the best at all that we do—to help clients realize their ambitions, to make a positive difference in society, and to maximize the success of our people. This drive fuels the commitment and humanity that run deep through our every action. That’s what makes us truly different at Deloitte. Not how big we are, where we are, nor what services we offer. What really defines us is our drive to make an impact that matters in the world.   Find us here Our offices

About the role

**What will your typical day look like?          ** You will be part of an inclusive wider team that provides high quality, hands-on, IT support to Deloitte Australia internal practitioners. It includes the hardware and software support of notebooks, unified communication devices, mobile devices and wireless network technologies. The ITS Service Support Consultant is responsible to action all incidents, tasks and requests escalated to the National Service Support queue within the IT Service Management system, and ensure all issues are addressed within agreed Service Level Agreements (SLAs).   Key duties include:

  • Management of applications such as Windows 10, Office365, JAMF
  • Setup & distribution of IT requirements for New Starters/Bulk group in-takes of practitioners joining the firm
  • Diligently adhering to our ISO 27 001 Security management requirements
  • Ability to utilize tools for remote access into customer systems to determine root cause, make recommendations and solve issues
  • Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution
  • Assists with hardware support to customers and function as a liaison between the system manufacturer and the customer, when needed
  • Conducts remote installations and/or system upgrades as needed
  • Document and create knowledge-based articles

  About the team The Information Technology Services team is looking for the right candidate to join our dynamic and experienced team. The successful candidate will be required to be highly focused and self-motivated to drive personal growth as well as team goals.   **Enough about us, let’s talk about you. ** You are someone with:

  • Experience in the Microsoft product suite including Windows 10 and Office 365.
  • Experience supporting Apple MacBook & Mobile Devices (JAMF certified desirable).
  • Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.
  • Customer Focus - Builds customer confidence, committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems,ensures commitments to customers are met.
  • Dependability - Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, meets attendance/punctuality requirements.
  • Problem Solving - Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.

What you'll be responsible for

  • 🤝

    Relationship Building and Management

    Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals

  • 💼

    Account Retention and Expansion

    Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

  • 💬

    Customer Query Handling

    Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

Skills you'll need

  • 👥

    Collaboration

    Works with others by being open, clear in communication and listening to achieve goals

  • ✅

    Prioritization

    Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

  • 🛎

    Service orientation

    Actively seeks and develops strategies to help key stakeholders

Meet the team

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Customer Service

Deloitte