Intela Support - Associate Services Specialist I - Hyderabad

Deloitte’s interview process typically starts with an online aptitude test followed by a technical interview focusing on ITIL concepts, troubleshooting, and basic programming. The final HR round assesses cultural fit, communication skills and motivation. Candidates should practice logical reasoning, review service‑management fundamentals and be ready to discuss real‑world customer support scenarios.

Deloitte’s Indian offices are known for a collaborative, merit‑based culture that emphasizes learning and work‑life balance. Employees benefit from structured mentorship, regular skill‑upgradation programs, and a flexible work environment that supports personal growth while delivering high‑impact client solutions.

Any Bachelor’s degree (preferably Computer Science, Information Technology, Computer Engineering or related fields); 0–2 years of relevant experience; strong spoken and written English proficiency; proficient with MS‑Office; exposure to ServiceNow, Azure and ITIL concepts is a plus; able to work in rotating 24×7 shift patterns; no active backlogs; minimum aggregate 60% (or CGPA 6.0/10) is generally expected.

Round 1: Online Aptitude Test (Logical Reasoning, Numerical Ability, Verbal) → Round 2: Technical Interview (ITIL concepts, troubleshooting, basic programming) → Round 3: HR Interview (behavioral fit, culture, salary expectations)

Deloitte is one of the world’s leading professional services firms, offering audit, consulting, financial advisory, risk management and tax services to a diverse portfolio of global clients. In India, Deloitte operates through a network of member firms that blend local market insight with the firm’s global expertise, delivering innovative solutions across industries such as banking, technology, healthcare and manufacturing. The firm’s culture is built on a foundation of integrity, inclusion and continuous learning, providing a supportive environment where fresh talent can grow alongside seasoned professionals. The role of **Intela Support – Associate Services Specialist I** is positioned within the Global Tax & Legal Support team, which delivers round‑the‑clock technical assistance for Deloitte’s suite of digital tax applications, including the flagship Global Intela platform. As an analyst‑level associate, you will act as the first point of contact for internal and external users, managing incidents, service requests and change tickets while ensuring adherence to ITIL best practices and Service Level Agreements (SLAs). The position demands strong customer‑facing skills, a keen eye for detail, and the ability to troubleshoot a range of Microsoft‑based technologies. **Key Responsibilities** 1. Handle inbound voice, chat and email queries, maintaining professional call etiquette and timely updates to users. 2. Perform end‑to‑end ticket lifecycle management using ITIL concepts of incident, problem and change management. 3. Meet SLA targets for response, resolution and customer satisfaction metrics such as C‑SAT, AHT and FCR. 4. Triage and resolve technical issues on MS Office, ASP.NET, C#, Active Directory and DPASS‑based custom applications. 5. Provision and manage external client user accounts, ensuring security compliance. 6. Log new defects, collaborate with product and development teams, and follow up on resolution status. 7. Monitor support queues, prioritize VIP requests and communicate business impact to stakeholders. 8. Participate in daily support huddles, share trend insights and contribute to continuous improvement initiatives. 9. Assist leadership in shaping the Tax Transformation Support Strategy and documenting standard operating procedures. 10. Occasionally travel (≤10%) and work flexible shifts, including weekends and holidays, to support a 24×7 operation. **Tech Stack**: Microsoft Office Suite, ServiceNow, Azure, ASP.NET, C#, Active Directory, DPASS, ITIL Service Management tools. **Growth Path**: Successful associates can progress to Senior Analyst, Team Lead, and eventually Manager roles within Deloitte’s Global Tax Technology Services, gaining exposure to complex tax transformation projects and cross‑border engagements. **Why Join Deloitte?** The firm offers world‑class learning platforms such as Deloitte University, mentorship programs, and a vibrant community that encourages innovation. Fresh graduates receive structured onboarding, continuous up‑skilling, and the chance to work on high‑impact digital tax solutions for Fortune‑500 clients, making it an ideal launchpad for a long‑term career in technology‑enabled professional services.