Title: Analyst- Central Booking Desk
Service Line: UK Internal Client Services
Location: Hyderabad
Overall Purpose of the Job
The
Shared Services Organisation requires an Analyst to provide high
quality first line Central Booking Desk support. The Central Booking
Desk deals with c13,000 room booking requests via email per month and
this role involves providing a consistently high level of customer
service, and delivering solutions that meet the needs of our External
and Internal Clients and the department’s objectives.
The
role is working within the Central Booking Desk team of nine. Four
roles are based in the Extended Delivery Centre (EDC) which is located
in our US India offices and five including the team leader are based in
the Milton Keynes office. The Central Booking Desk forms part of the
wider Customer Service Desk which totals 36 staff and is part of the
Shared Services Organisation.
The
Shared Services Organisation is based in Milton Keynes in the UK and
the EDC, supporting the UK and Swiss Firms comprising 14,000 Partners
and staff including 24 UK Offices and 5 Swiss offices.
The key job responsibilities include the following:
• Arrange all room booking requirements using relevant software
• Recording all additional service requirements i.e. catering and audiovisual needs
• To arrange all video conferences in using the relevant software
• Work to SLAs and KPIs
• Central Fax management
• Large meeting room request reminder
• Project room management and allocation
• Complete other email documentation as appropriate
•
Supply of taxi request information and relevant pin codes as
required keeping up to date records, liaise with provider re
invoice’s/account queries and amend appropriate database as necessary
•
Deliver an employee focussed approach by providing high quality
first line advice and guidance on a wide range of Central Booking Desk
written queries covering the whole range of Central Booking Desk
services provided to Deloitte employees and partners
• Resolve queries requiring clarification of policy and procedures relation to Central Booking Desk
•
Appropriately guide management and employees through the Central
Booking Desk intranet and coach them through the process to allow them
to answer their queries
• Record details of incoming general queries tracking through to closure
•
Escalate more complex queries to the Team Leader or specific
cases to the appropriate Service Desk team or third party provider
• Take responsibility for keeping up to date on Deloitte policy and process developments
• Maintain own continuing professional development to ensure advice given is appropriate and of a high quality
• Ensure compliance with appropriate Data Protection legislation at all times
• Contribute to wider projects and initiatives in the Shared Services Organisation as required
• Liaison with other Shared Services Organisation teams as appropriate
The key skills required:
·
The successful candidate will be able to demonstrate a
professional, friendly and approachable manner coupled with the ability
to communicate with staff at all levels, especially when under pressure
·
They should also be able to work using their own initiative,
showing attention to detail and customer focus, with a good
understanding of the client’s needs and priorities
· Enthusiastic and eager to learn new technologies
· Committed to working with their team to maintain a positive team spirit
· Calm manner, and the ability to ask effective questions
· Able to communicate in writing at all levels, displaying good email etiquette
· Excellent customer service skills
·
Must be a supportive team player who is reliable and respects
others, with a desire and drive to meet and exceed team targets
·
Required to project a professional image of the Shared Services
Organisation at all times, and show an interest in the external
industry
· Must demonstrate a methodical, analytical and clear approach to problems
· Is able to act with urgency when necessary
· Is open, receptive and adaptable to change
· Demonstrates integrity and a can do attitude
Qualifications, Work Experience & Technical Prerequisites:
· Any graduate
· 1-3 years previous reception/booking experience preferred
· Previous administration experience required
· Experience of the core Microsoft Office packages is essential
“Deloitte” is the brand under which tens of thousands of dedicated professionals in independent firms throughout the world collaborate to provide audit, consulting, financial advisory, risk management and tax services to selected clients. These firms are members of Deloitte Touche Tohmatsu Limited DTTL, a UK private company limited by guarantee. Each member firm provides services in a particular geographic area and is subject to the laws and professional regulations of the particular country or countries in which it operates. DTTL does not itself provide services to clients. DTTL and each DTTL member firm are separate and distinct legal entities, which cannot obligate each other. DTTL and each DTTL member firm are liable only for their own acts or omissions and not those of each other. Each DTTL member firm is structured differently in accordance with national laws, regulations, customary practice, and other factors, and may secure the provision of professional services in its territory through subsidiaries, affiliates and/or other entities.
In the United States, Deloitte LLP is the member firm of DTTL. Like DTTL, Deloitte LLP does not provide services to clients. Instead, services are primarily provided by the subsidiaries of Deloitte LLP, including:
· Deloitte & Touche LLP
· Deloitte Consulting LLP
· Deloitte Financial Advisory Services LLP
· Deloitte Tax LLP
