Jan 2025 – Present · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• WORK LOCATION - DELOITTE USI GURGAON
• An Analyst is typically responsible for
• providing advanced technical assistance to end users, working as part of a support team to resolve complex issues that the first-line support (L1) team cannot address. Here’s a breakdown of the typical job description:
• Key Responsibilities:
• Issue Resolution:
• Resolve technical problems escalated from L1 support or directly from users.
• Troubleshoot hardware and software issues, network connectivity problems, and operating system issues.
• Advanced Diagnostics:
• Conduct deep-dive diagnostics to identify root causes of complex technical issues.
• Use advanced troubleshooting tools and techniques, including logs and system monitoring.
• Technical Escalation:
• Act as a point of escalation for L1 support, providing them with guidance for more complex problems.
• Escalate unresolved issues to L3 support or development teams, if necessary.
• Documentation and Reporting:
• Maintain clear and accurate documentation of issues, resolutions, and troubleshooting steps for future reference.
• Create knowledge base articles for common issues to help streamline future support requests.
• Customer Interaction:
• Communicate effectively with customers to understand their technical problems and provide regular updates.
• Manage customer expectations and ensure timely follow-up on unresolved issues.
• System Maintenance and Configuration:
• Assist with system updates, patches, and configuration changes as needed.
• Perform system backups, restorations, and ensure systems are functioning optimally.
• Collaboration:
• Collaborate with other teams (e.g., system administrators, developers) to solve more complex issues or implement fixes.
• Provide feedback on improvements or automation opportunities to reduce support case volume.