Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

　　Work you'll do

　　The Service Desk Analyst is a pivotal role within the Service Desk and answers and routes appropriately call types to provide user with information and assistance relating to issues and inquiries. The Service Desk Analyst conducts initial diagnosis and troubleshooting for basic application or technical problems to resolve any issues or requests that the customer presents. This role responds to customers using the customer's preferred method of communication and do so within a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, ticket management applications and other resources. The Service Desk Analyst enters applicable supporting information into systems and web forms on an application via computer.

　　Primary Responsibilities:

　　Answer inbound communications in a courteous, timely, and professional manner following established guidelines and policies

　　Make outbound calls as necessary based on business needs

　　Document customer interactions using a provided ticketing system

　　Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.

　　Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support

　　Utilize departmental knowledge bases and training material to answer customer inquiries

　　The team

　　Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

　　The GPS Digital Customer offering helps public sector and higher education clients transform their businesses and customer interactions through innovative digital experiences. We work with our clients to create, design and deploy digital products that increase adoption and drive measurable results.

　　This role is located in Sacramento, CA.

　　Qualifications

　　Required:

　　4+ year of prior IT Service Desk experience

　　4+ years of customer service experience

　　4+ years of direct product experience using telephony and customer relationship management products

　　4+ years of experience identifying root cause and resolve issues of increasing complexity

　　4+ years of experience organizing simultaneous tasks for individual assignments and understanding the process or workflow of each inquiry resolution

　　Bachelor's degree

　　Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

　　Preferred:

　　Excellent listening and human relations skills

　　Willingness to show empathy to those they serve

　　Proven ability to work as a team member

　　Strong typing and writing abilities

　　Ability to respond appropriately to changing situations

　　The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $78,000 to $118,000.

　　You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

　　All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.