Support Analyst, Deloitte Global Technology (Gciso-Shared Security Services)

Job Type: Permanent
Reference code: 124074
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON; Vancouver, BC; Windsor, ON; Winnipeg, MB
Our Purpose
At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.
By living our Purpose, we will make an impact that matters.

• Experience a firm where wellness matters.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Be expected to share your ideas and to make them a reality.

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cuttingedge products and services that deliver outstanding value and that are global in vision and scope? Work with premier thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?
What will your typical day look like?
We are seeking Junior Support Analysts to join the Deloitte Global Cybersecurity organization to drive rapid improvements in customer experience. In this role you will be the gatekeeper to our organization, handling customer inquiries from across the globe (Americas, APAC, EMEA). You will work comfortably with a variety of stakeholders from customers, to subject matter experts, and others. As the Analyst you will maintain a working knowledge of Shared Security Services and our offerings to best help customers. When not interacting with customers, you will be assisting Strategy & Operations with other administrative tasks.
Responsibilities:

• Working closely with the operations team to ensure appropriate customer facing documentation and communications are present to facilitate effective entry points and service offerings are present
• Providing precise reporting of key customer trends to supervisors
• Identifying and escalating issues to supervisors in a timely fashion
• Assisting as needed with any administrative tasks to support the wider team
• Tracking accurate records of calls and topics using ServiceNow
• Greeting customers via our live, always-on, zoom room, responding to inquiries, handling complaints, and re-directing customers to the Subject Matter Expert (SME)
• Responding to customer emails as needed

About The Team
Deloitte Global:
At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network. In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark. Deloitte Global supports our talented professionals in answering the question: What impact will you make?
Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.
Enough about us, let’s talk about you
You are someone with:

• Problem solving skills
• Able to interact with customers around the globe to support, and refine the services, while recognizing the customer’s unique requirements, constraints, and cultures
• Self-starter, able to independently identify solutions
• Demonstrable interest in Cybersecurity
• Bachelors Degree in relevant area or equivalent
• Minimum 1 year experience in a similar role or organization with customer service experience
• Customer service skills
• Experience with presentations

Our promise to our people: Deloitte is where potential comes to life.
Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You Shape How We Make Impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.
The next step is yours
At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .
We encourage you to connect with us at [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.