Executive | TSG Help Desk | Mumbai - Commerz III | Talent

Location
Mumbai, Maharashtra
 
Full job description
Job requisition ID :: 84147
Date: Jul 2, 2025
Location: Mumbai - Commerz III
Designation: Executive
Entity: Deloitte Shared Services India LLP
Your potential, unleashed.

India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.

At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
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Work you’ll do

As part of Talent Solution Group, you will be responsible front ending with the business to understand their day to day needs and work as a SE to ensure accuracy.

Responsibilities:

Managing Help Desk Queries: Serve as the primary point of contact for all employee help desk inquiries. Ensure all requests are handled in a timely, professional, and efficient manner.
Policy and Process Expertise: Maintain a deep understanding of company policies, procedures, and systems to provide accurate guidance and support to employees.
Communication and Coordination: Effectively communicate both written and verbal responses to employees, ensuring clarity, understanding, and a positive experience.
Troubleshooting & Support: Analyze and address technical or process-related issues employees may encounter, escalating when necessary to the appropriate department.
Documentation & Reporting: Track, document, and report common queries or recurring issues, providing insights for process improvements or training needs.
Training & Guidance: Provide training or guidance to new employees wherever required.
Maintain Help Desk Software: Oversee the management and optimization of the help desk system, ensuring that all requests are logged, categorized, and resolved efficiently.
Employee Satisfaction: Ensure that every interaction with employees is positive, fostering a supportive and service-oriented environment.
Continuous Improvement: Regularly review and evaluate help desk procedures to identify opportunities for increased efficiency and employee satisfaction.

Required Skills & Qualifications:

Educational Background: Graduate /Post Graduate degree
Experience: At least 1 year of experience in a help desk or customer service role would be preferable.
Strong Knowledge: In-depth understanding of organizational policies, procedures, and operations. Ability to adapt quickly to new systems and processes.
Communication Skills: Exceptional verbal and written communication skills, with the ability to clearly articulate information to employees at all levels of the organization.
Problem-Solving Skills: Strong analytical skills, with the ability to diagnose problems and offer effective solutions.
Organizational Skills: Ability to manage multiple inquiries and tasks simultaneously in a fast-paced environment.
Tech-Savvy: Comfortable using help desk software, knowledge management systems, and Microsoft Office Suite. Familiarity with ticketing systems is a plus.
Customer-Oriented: A positive, approachable, and empathetic attitude when assisting employees.

Your role as an Senior Executive

We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.

In addition to living our purpose, SE across our organization must strive to be:

Inspiring - Leading with integrity to build inclusion and motivation
Committed to creating purpose - Creating a sense of vision and purpose
Agile - Achieving high-quality results through collaboration and Team unity
Skilled at building diverse capability - Developing diverse capabilities for the future
Persuasive / Influencing - Persuading and influencing stakeholders
Collaborating - Partnering to build new solutions
Delivering value - Showing commercial acumen
Committed to expanding business - Leveraging new business opportunities
Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for
the success of engagement(s)
Managing change - Responding to changing environment with resilience
Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive.
How you’ll grow

Connect for impact

Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.

Empower to lead

You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.

Inclusion for all

At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.

Drive your career

At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.

Everyone’s welcome… entrust your happiness to us

Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.

Interview tips

We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.