CIC Analyst (Contact Center & Application Support)

Job Description

CIC Analyst (Contact Center & Application Support) Company Name - Deloitte Location - Hyderabad, Telangana, India Job Type - Full Time Job Category - IT Support / Service Desk / Contact Center Experience Required • 0–2 years of experience in Help Desk, Service Desk, Contact Center, or Technical Support roles • Fresh graduates with relevant technical knowledge may apply Eligibility • Bachelor of Science (BSc) • Bachelor of Commerce (BCom) • Bachelor of Computer Applications (BCA) • Non-Engineering Graduate Degree • Diploma Holders Required Skills • Technical Support • Service Desk Operations • Incident Management • Application Support • Customer Support • Microsoft Word • Microsoft Excel • Microsoft PowerPoint • Ticketing Systems • CRM Tools • Hardware Troubleshooting • Software Troubleshooting • Internet Connectivity Troubleshooting • Problem Solving • Communication Skills • Documentation • Attention to Detail • Customer Service • Multi-Channel Support • Time Management Preferred Skills • Call Support • Chat Support • Email Support • Webform Support • Application Access Support • Hardware Support • Software Support • Shift-Based Operations • Customer Relationship Management Tools • Service Request Management Job Description • Provide application and technical support to internal users across multiple business locations. • Handle support requests through various communication channels. • Investigate and resolve software, hardware, and application-related issues. • Ensure timely ticket creation, tracking, escalation, and closure. • Support service continuity by monitoring incidents and operational updates. • Deliver high-quality customer service while meeting defined support metrics. • Work collaboratively with support teams to resolve user issues efficiently. • Contribute to maintaining a reliable and responsive support environment. Roles and Responsibilities • Respond to support requests received through calls, chats, emails, webforms, voicemails, and other communication channels. • Diagnose and resolve application, software, hardware, and connectivity issues. • Escalate unresolved incidents to appropriate support teams when required. • Record and maintain accurate incident and service request information in ticketing systems. • Track open issues and follow up until resolution or proper escalation. • Monitor operational communications regarding outages, system changes, and ongoing issues. • Ensure compliance with service desk procedures and support standards. • Maintain customer satisfaction through effective communication and issue resolution. • Support first-contact resolution wherever possible. • Collaborate with internal teams to ensure seamless service delivery. • Adhere to scheduled work shifts and operational requirements. • Contribute to continuous improvement of support processes and service quality. About Company • Deloitte is a global professional services organization providing consulting, advisory, technology, audit, and business solutions. • The company operates across numerous countries and serves organizations across multiple industries. • Deloitte supports businesses through technology, strategy, risk management, and operational services. • The organization employs professionals across various domains including consulting, technology, finance, and support services. • Deloitte delivers services through a global network of member firms and affiliated entities. Additional Information • Work Model: Onsite • Industry Domain: Professional Services and Technology Support • Functional Area: Finance Service Desk • Shift Timing: 11:00 AM to 8:00 PM • Location: Hyderabad, Telangana, India • Support Channels: Calls, Chat, Email, Webforms, Voicemail • Suitable For: Freshers and Early-Career Professionals