Technical Coordinator

Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by its subsidiaries, including Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP and Deloitte Tax LLP. Deloitte & Touche USA LLP?s subsidiaries are among the nation?s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 30,000 people in more than 80 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and people excel.

Assist ITS support staff and the US Technology Call Center in resolving technology related customer service incidents.? Provide extended support services for the US Technology Call Center.? Nationally and locally gather, correlate and escalate information on customer service problems to appropriate national referral resource groups for resolution on low, medium or high priority incidents.? Work with national and
local referral resource groups to resolve ongoing or widespread technology issues impacting customer service delivery for low, medium or high priority incidents.? Expedite service escalations to appropriate national referral resource groups.? Facilitate service escalations between national referral resources groups.? Provide customer support impact communications to ITS support staff and the US Technology Call Center on; new, on-going, and scheduled incidents.? Coordinate and convey support communications to ITS support staff and the US Technology Call Center in coordination with national referral resource groups.
Specify and document any required Work-around.? Track and document interdependencies of applications across various support teams (i.e., knowing how the various pieces fit together).? Associate incidents with proper SLA.? Provides "post-mortem" analysis after critical outages on the effectiveness and timeliness of the solution.
- Understands the interdependencies between
applications/systems
- Able to pull relevant people together for complex problem
- Able to assess, negotiate, and resolve questions around ownership of a problem
- Able to view incidents and problems from the customer perspective, representing the customer when other teams are not driving toward a solution or when questions of incident ownership are not resolved
- Able to recognize impact of lost opportunity costs to the firm for extended delays in incident resolution
- Has a service attitude that goes beyond the strict process/priority matrix (able to look at individual circumstances).
- Leverages checklists and Knowledge Management practices to avoid re-solving old problems
- Skilled at managing expectations
- 4 years experience in technical support with strong technical problem diagnosis skills.
- Experience with firm core technologies such as Outlook, VPN, XP, Active Directory, Internet applications, etc.

- Bachelor's degree in
Computer Science or Business Information is preferred or equivalent technical experience.
- 4-6 years of technical support experience in a geographically distributed company.
- Expert in use and deployment of support technology for end to end solutions in service delivery.
- Strong knowledge and experience with the firm's practice office environment and support workflow.
- Proven ability to support Client Service Technology applications is required.
- Excellent written and verbal skills are required.? Must be able to communicate with all aspects of technology support from the customer to CIO leadership.
- Expert level problem solving skills are required as to assist a highly complex support environment improve support strategies.? Out of the box thinking with mature analytical skills are a must.
- Ability to create simple and articulated processes from complex and chaotic environments and circumstances is desirable.
- Ability to effectively negotiate
with and yield cooperation to all resources of our support environment.
- Mature, self motivated, initiative taker is greatly desired.? Ability to work for our internal customers toward solutions and providing excellent service delivery despite obstacles.
- Some travel required.


Deloitte & Touche USA LLP and its subsidiaries ("the Deloitte US Firms") are equal opportunity employers.

About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other?s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names ?Deloitte,? ?Deloitte & Touche,? ?Deloitte Touche Tohmatsu,? or other related names. Services are provided by the member firms or their subsidiaries or affiliates and not by the Deloitte Touche
Tohmatsu Verein.
Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu. In the U.S., services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP and their subsidiaries), and not by Deloitte & Touche USA LLP.




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