Service Desk Analyst, Technology and Transformation

As a Service Desk Analyst, you’ll be joining our OpenCloud Engineering team - the group responsible for the daily operation, automation, and continual improvement of Deloitte’s enterprise cloud environments across Azure, Google Cloud Platform (GCP), and Amazon Web Services (AWS) as well as various Tooling utilized across the wider firm. This team underpins the firm’s internal and client-facing managed services, ensuring that our multi-cloud foundations and tooling remain secure, efficient, and evergreen., * Handle Service Desk Support queries from internal clients/colleagues in a professional and courteous manner primarily via our ServiceNow platform but also utilising messaging, email and phone where required.

• Ensure incidents and requests are accurately logged, triaged, assigned, tracked and responded to in a timely manner, in line with agreed SLA/KPI targets.
• Complete regular hygiene checks on your own ticket queue and ensure prompt resolution where possible
• Ensure that incidents and requests are resolved efficiently with minimal business disruption maintaining high levels of customer satisfaction.
• Identify and escalate repeat issues or service risks by following agreed channels of communication to Deloitte leadership team.
• Carry out daily platform checks, monitoring activities, and health reviews, escalating issues as required.
• Create and maintain knowledge articles, troubleshooting guides and operational documentation to improve first-time fix rates and user experience.

As a member of the wider OpenCloud Engineering team and when not engaged with Service Desk activities you will have the opportunity to develop your skills by:

• Supporting the day-to-day operation of Deloitte’s multi-cloud environments (Azure, GCP, AWS), ensuring stability, compliance, and security.
• Perform first-line investigation and triage of incidents and service requests, gathering relevant information before escalation to specialist support teams where required.
• Maintain and develop your own knowledge and skills to assist with first-time fix resolution.
• Identify opportunities to automate and streamline manual processes through orchestration and cloud-native tooling.
• Support automation and service improvement initiatives while developing exposure to technologies such as Python, PowerShell and cloud-native tooling.
• Contribute to runbook creation and the improvement of standard operating procedures (SOPs).

• Must be able to demonstrate a client-first approach to support with excellent interpersonal skills.
• The ability to liaise and communicate confidently and professionally with client representatives at all levels.
• Natural aptitude for trouble shooting and problem solving.
• Ability to effectively prioritise, estimate, plan and complete workload to meet defined productivity targets.
• Have the ability to work independently and take initiative to respond to changing situations and priorities with a high sense of ownership, urgency and drive.
• Basic understanding of ITIL or operational processes in managed service contexts
• Be willing to learn and progress with relevant industry exams to increase knowledge over time.
• UK residency and ability to obtain government security clearance if required.

Desirable

• Proven experience of working in a customer service environment, call centre or service desk in a Service Desk Agent / Contact Centre Agent role.
• Exposure to or a willingness to learn coding languages or automation frameworks such as Python, PowerShell, Terraform or GitHub actions.
• Relevant entry level certifications such as [SM3] ITIL Foundation, AWS Cloud Practitioner, Microsoft Azure Fundamentals (AZ-900), Google Cloud Digital Leader or equivalent.
• Degree in Computer Science, Engineering, or a related field, or equivalent experience.

Regarding desirable skills, we recognise that candidates may not meet every desirable criteria and encourage applications from individuals with transferable skills and a demonstrated willingness to learn.

Deloitte drives progress. Using our vast range of expertise, we help our clients become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Connect to your opportunity

We’re expanding fast, so we’re looking for people who are natural initiative-takers who bring out the best in others, are brilliant listeners and can grow our business without compromising standards, integrity or culture.

Specifically, for this role you will be working within our OpenCloud Engineering team, working predominantly with internal clients and our colleagues within the wider EMEA firm., Distinctive thinking, deep expertise, innovation and collaborative working. That’s what connects us. That’s what makes us Deloitte. If you want to help solve some of the biggest tech and transformational challenges around, join us. Together, we’ll make an impact that matters.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your “Immediate Family Members” are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further details as you progress through the recruitment process, or you can contact the Independence team upon request.

Connect with your colleagues

“I am proud to be part of a high performing, diverse PCOE team that makes a significant impact through the work that we do creating opportunities for our people and delivering value to our clients. Every day brings variety, challenges to be solved, teams to coach and deals to win. It is a fast paced and exciting role!’ - Charissa, Technology and Transformation

Our hybrid working policy

You’ll be based in Belfast with hybrid working.

At Deloitte we understand the importance of balancing your career alongside your home life. That’s why we’ll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you’ll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You’ll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Our commitment to you

Making an impact is more than just what we do: it’s why we’re here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before.

We want you. The true you. Your own strengths, perspective and personality. So we’re nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we’ll take your wellbeing seriously, too. Because it’s only when you’re comfortable and at your best that you can make the kind of impact you, and we, live for.

Your expertise is our capability, so we’ll make sure it never stops growing. Whether it’s from the complex work you do, or the people you collaborate with, you’ll learn every day. Through world-class development, you’ll gain invaluable technical and personal skills. Whatever your level, you’ll learn how to lead.