Deloitte Hiring: Intela Support – Associate Services Specialist 1 in Hyderabad

Introduction

Deloitte is hiring for the position of Intela Support – Associate Services Specialist 1 (also listed as GTLO – Intela Support Agent Analyst) in Hyderabad, Telangana, India. This is an entry-level role ideal for freshers with 0–2 years of experience, offering a chance to start your career in global tax and legal technical support.

EXPLORE ENTRI JOBS PORTAL NOW!

Job Overview Table

About the Team

The Global Tax & Legal Support team provides world-class, round-the-clock technical support for digital applications to clients and practitioners globally. The team currently supports 20 priority digital applications, including “Global Intela” and other global applications.

Role Description

This position is responsible for providing Service Support for various software applications with a high degree of customer satisfaction, expertise, accuracy, and timelines. You’ll keep users informed about their Incidents’ status at agreed intervals, log all Incident/Service Request details, and function as the first point of contact for users.

ENTRI’S FREE RESUME BUILDER – CLICK HERE!

What You’ll Do

Core Responsibilities

• Customer handling skills – Call etiquettes
• End-to-end ticket management
• Basic ITIL concepts of Incident, problem & change management (must)
• Experience managing voice & non-voice support (Calls, chats & email)
• Adhering to SLAs (response time for email & chat, ASA for calls, etc.)
• Performing per set standards on metrics: C-SAT, AHT, FCR, schedule adherence, escalation threshold, quality scores (Zero RED light calls for entire year required)
• Client value add, prioritization of issues, VIP support, and calculating business impact

Technical Tasks

• Process incoming service requests, incidents, and change requests; formulate appropriate response
• Manage multiple support mailboxes and respond to emails
• Triage and troubleshoot issues reported on all applications
• Report and record new defects on all applications
• Communicate with end users including external (non-Deloitte) client users (Partners, Directors, Senior Managers)
• Troubleshoot and resolve technology issues on MS Office and custom-built applications (Microsoft stack: ASP.NET, C#, Active Directory, DPASS)
• Provision user accounts for external (non-Deloitte) client users
• Manage premium-level Tax Application Support via email, phone, and chat for internal and external users

Team Collaboration

• Maintain client-centric culture and foster continuous improvement
• Work with product and development teams to troubleshoot application issues
• Regularly monitor queues to ensure prioritization and wait time meets SLAs
• Attend daily support meetings to communicate trends, guidance, answer questions, gather user feedback
• Maintain quality service by enforcing organizational standards and policies
• Assist Support leadership in organizing Tax Transformation Support Strategy

Explore free accounting courses now!!

Work Requirements

• Ability to work flexible shifts including holidays and weekends
• Comfortable in 24×7 environment with rotating shift changes (up to every month)
• Ability to travel as needed (less than 10%)
• Perform other duties as assigned

Qualifications & Skills Required

Education

• Any Bachelor’s degree with knowledge of:
  • Computer Science
  • Computer Engineering
  • Technical L1 Troubleshooting
  • Related field

Experience

• 0–2 years (Technical Requirements specify 0–1 year)

Essential Skills

What You’ll Grow at Deloitte

At Deloitte, professionals can grow in their own way, playing to their strengths while honing leadership skills. The company provides:

• Learning opportunities: Live classrooms, team-based learning, eLearning
• Networking opportunities: Exposure to leaders, sponsors, coaches, challenging assignments
• DU: The Leadership Center in India: State-of-the-art learning center in Hyderabad offices (extension of Deloitte University in Westlake, Texas)

The inclusive culture empowers people to contribute unique perspectives and make a difference individually and collectively.

Enrol in Entri’s AI-powered Practical Accounting course now!

Benefits

Deloitte offers a comprehensive rewards program helping professionals thrive mentally, physically, and financially. Benefits include:

• Broad range of benefits for professionals and loved ones
• Well-being programs
• Inclusive culture promoting authenticity and diversity
• Eligibility may vary based on role, tenure, employment type, and other criteria

Learn more about benefits at Deloitte’s official careers page.

How to Apply

Apply for this position through Deloitte’s official USI careers portal:

Apply Link: https://usijobs.deloitte.com/en_US/careersUSI/JobDetail/USI-EH27-EA-GTLO-Intela-Support-Agent-Analyst/353471