Deloitte IT Jobs in Accra
Step-by-Step Guide to Applying for a Job
1. Read the Job Description Thoroughly
- Patiently scroll through the job posting to understand the role, requirements, and responsibilities.
- Highlight key qualifications, skills, and deadlines to ensure you meet the criteria.
- Note any specific instructions (e.g., documents required, application format).
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2. Locate the Application Method
Scroll to the section labelled "How to Apply" or "Mode of Application."
Look for details such as:
- Email addresses or online portals for submissions.
- Required subject lines (e.g., "Application for [Job Title]").
- Links to application forms (if applicable).
3. Prepare Your Application Documents
Curriculum Vitae (CV) / Resume: [ How to write a CV guide ]
- Tailor it to the job by emphasizing relevant skills and experiences.
- Keep it concise (1–2 pages) and error-free.
Cover Letter / Application Letter: [ How to write a Cover letter guide ]
- Address it to the hiring manager (use "Dear Hiring Manager" if unsure).
- Explain why you’re a good fit, referencing the job description.
- Avoid generic templates; personalize each letter.
Additional Documents:
- Certificates, portfolios, or references if requested.
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4. Follow Application Instructions Carefully
- Submit documents in the specified format (e.g., PDF, Word).
- Attach files with clear names (e.g., "JohnDoe_CV_AACProduction.pdf").
- If emailing, include a professional subject line and brief introduction in the body.
5. Double-Check Before Submitting
- Proofread for spelling/grammar errors.
- Ensure all attachments are included.
- Confirm the deadline and submit ahead of time.
6. Post-Application Steps
- Save a copy of your submission for reference.
- Follow up after 1–2 weeks if no response (politely inquire via email).
- Avoid applying multiple times unless instructed.
This guide ensures applicants present themselves professionally and maximize their chances of success. Continue to the job description below and Good luck!
Read Also:
A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.
The technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.
Job Description
Role Responsibilities
Support Multiple Member Firms
- Support PPMDs (VIP Callers) and their delegates through frontline contacts working to provide a quick resolution, maintaining ownership of customer’s ticket and providing peace of mind
- Members are responsible for managing multiple countries, systems and skillsets.
- Stay current on new deployments and system updates
- Follow established processes, procedures and APRs while maintaining compliance
- Report potential call drivers to leadership
- Meet provided KPIs – FCR, SA, Quality, Flowout, CSAT
- Contribute to Knowledge Database and process improvements
- Maximize availability to support inbound contacts
- Appropriate handling of contact through the following knowledge to transfer/escalate to the correct groups
- Stay current on the tools used to support our customers
- Identify trends to be reported to leadership
- Ticket follow-up for PPMD ownership
- Share feedback/observation with leadership on process, team, and knowledge opportunities Answer incoming interactions (calls, web forms, emails, chats and voicemails).
- Excellent verbal and written communication skills.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Adhere to contact quality guidelines.
- Excellent decision-making skills to ensure optimum customer satisfaction.
- Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
- Display excellent customer service skills and attitude on each and every interaction.
- Constantly strive to meet or exceed the goals/KPIs.
- Demonstrate flexibility in working in different shifts as ISS-Technology works 24×7.
- Self-disciplined in order to adhere to the schedule published.
- Identify knowledge gaps and submit corrections/updates and new knowledge documents.
- Should be able to mentor new hires.
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Senior Analyst (Incident Resolution Team/ Incident Management)
In-depth technical support
- Support Multiple Member Firms (Global Support)
- Work with Local IT Services and NOC for any network/application/system outages
- work on escalated tickets, maintain relationships with external support groups
- proactively identify trends
- use the right tools & knowledge
- quality of service and assist frontline analysts
- Arrive to work on time and on scheduled days and adhere to the schedule provided by RTM. If they are unable to meet this requirement, they are to contact their leader and RTM
- Treat customers with courtesy and respect by following our Quality Guidelines
- Stay current and participate in testing and providing feedback for new deployments and system updates
- Perform administrative tasks specific to their line of business
- Follow established process, procedures and APRs while maintaining compliance
- Report potential call drivers and trends to leadership
- Meet provided KPIs – SA, Quality, CSAT
- Updates to Knowledge Database and process improvements to contribute to the FCR KPI target
- Take ownership of service recovery situations
- Support frontline interactions when staffing and/or call volume requires
- Appropriate handling of contact through following knowledge to escalate to the correct groups
- Follow guidelines for handling PII, confidential and sensitive information
- Support Firm Emergency processes
- Take initiative and own your career
- A subject matter expert in one or more areas
- Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
- Be a mentor and assist in training for other analysts
- Stay current on the tools used to support our customers
Qualifications
- Possess a minimum of bachelor’s degree (B.Sc./BCom/BCA) with computer science and electronics background) or non-engineering or any other related field.
- Minimum of 4 – 6 years cognate experience in a related field of work
- Fluency in French will be an added advantage
ADVERTISEMENT - CONTINUE READING BELOW ↓
Required Skills
- Answer incoming interactions (calls, webforms, emails, chats and voicemails).
- Excellent verbal and written communication skills: With a Versant Score of 70 or above.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Adhere to contact quality guidelines.
- Excellent decision-making skills to ensure optimum customer satisfaction.
- Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
- Display excellent customer service skills and attitude in each and every interaction.
- Constantly strive to meet or exceed the goals/KPIs.
- Demonstrate flexibility in working in different shifts.
- Self-disciplined in order to adhere to the schedule published.
- Tier -2/Second-level support resolving complex queries. Responsible for second-level tickets and working with multiple internal teams to resolve application errors and issues.
- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
- If no solution is available, tier 2 support escalates the incident to tier 3.
- Support personnel with deep knowledge of the product or service, High-end technical knowledge of Hardware, Software
- PDAs (Blackberry, iOS, Android and Windows) are a plus. Basic understanding of Operating Systems (Windows Vista, 7, 8, 8.1), VPN, Network/Internet, LAN, and WAN concepts.
- Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Knowledge of Macintosh OS
- Basic networking concepts and troubleshooting
- Exposure to active directory concepts
- MAC troubleshooting
Step-by-Step Guide to Applying for a Job
1. Read the Job Description Thoroughly
- Patiently scroll through the job posting to understand the role, requirements, and responsibilities.
- Highlight key qualifications, skills, and deadlines to ensure you meet the criteria.
- Note any specific instructions (e.g., documents required, application format).
ADVERTISEMENT - CONTINUE READING BELOW ↓
2. Locate the Application Method
Scroll to the section labelled "How to Apply" or "Mode of Application."
Look for details such as:
- Email addresses or online portals for submissions.
- Required subject lines (e.g., "Application for [Job Title]").
- Links to application forms (if applicable).
3. Prepare Your Application Documents
Curriculum Vitae (CV) / Resume: [ How to write a CV guide ]
- Tailor it to the job by emphasizing relevant skills and experiences.
- Keep it concise (1–2 pages) and error-free.
Cover Letter / Application Letter: [ How to write a Cover letter guide ]
- Address it to the hiring manager (use "Dear Hiring Manager" if unsure).
- Explain why you’re a good fit, referencing the job description.
- Avoid generic templates; personalize each letter.
Additional Documents:
- Certificates, portfolios, or references if requested.
ADVERTISEMENT - CONTINUE READING BELOW ↓
4. Follow Application Instructions Carefully
- Submit documents in the specified format (e.g., PDF, Word).
- Attach files with clear names (e.g., "JohnDoe_CV_AACProduction.pdf").
- If emailing, include a professional subject line and brief introduction in the body.
5. Double-Check Before Submitting
- Proofread for spelling/grammar errors.
- Ensure all attachments are included.
- Confirm the deadline and submit ahead of time.
6. Post-Application Steps
- Save a copy of your submission for reference.
- Follow up after 1–2 weeks if no response (politely inquire via email).
- Avoid applying multiple times unless instructed.
This guide ensures applicants present themselves professionally and maximize their chances of success. Continue to the job description below and Good luck!
Read Also:
A leading Global Client seeks qualified professionals to join their team. The Firm differentiates itself from other call centres. The work culture encourages high performance in delivering distinctive service, and the Rewards and Recognition programs encourage taking initiative.
The technology Support team expects people to work with minimum supervision, think out of the box, make quick decisions, provide attention to detail and be ready for change.
Job Description
Role Responsibilities
Support Multiple Member Firms
- Support PPMDs (VIP Callers) and their delegates through frontline contacts working to provide a quick resolution, maintaining ownership of customer’s ticket and providing peace of mind
- Members are responsible for managing multiple countries, systems and skillsets.
- Stay current on new deployments and system updates
- Follow established processes, procedures and APRs while maintaining compliance
- Report potential call drivers to leadership
- Meet provided KPIs – FCR, SA, Quality, Flowout, CSAT
- Contribute to Knowledge Database and process improvements
- Maximize availability to support inbound contacts
- Appropriate handling of contact through the following knowledge to transfer/escalate to the correct groups
- Stay current on the tools used to support our customers
- Identify trends to be reported to leadership
- Ticket follow-up for PPMD ownership
- Share feedback/observation with leadership on process, team, and knowledge opportunities Answer incoming interactions (calls, web forms, emails, chats and voicemails).
- Excellent verbal and written communication skills.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Adhere to contact quality guidelines.
- Excellent decision-making skills to ensure optimum customer satisfaction.
- Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
- Display excellent customer service skills and attitude on each and every interaction.
- Constantly strive to meet or exceed the goals/KPIs.
- Demonstrate flexibility in working in different shifts as ISS-Technology works 24×7.
- Self-disciplined in order to adhere to the schedule published.
- Identify knowledge gaps and submit corrections/updates and new knowledge documents.
- Should be able to mentor new hires.
ADVERTISEMENT - CONTINUE READING BELOW ↓
Senior Analyst (Incident Resolution Team/ Incident Management)
In-depth technical support
- Support Multiple Member Firms (Global Support)
- Work with Local IT Services and NOC for any network/application/system outages
- work on escalated tickets, maintain relationships with external support groups
- proactively identify trends
- use the right tools & knowledge
- quality of service and assist frontline analysts
- Arrive to work on time and on scheduled days and adhere to the schedule provided by RTM. If they are unable to meet this requirement, they are to contact their leader and RTM
- Treat customers with courtesy and respect by following our Quality Guidelines
- Stay current and participate in testing and providing feedback for new deployments and system updates
- Perform administrative tasks specific to their line of business
- Follow established process, procedures and APRs while maintaining compliance
- Report potential call drivers and trends to leadership
- Meet provided KPIs – SA, Quality, CSAT
- Updates to Knowledge Database and process improvements to contribute to the FCR KPI target
- Take ownership of service recovery situations
- Support frontline interactions when staffing and/or call volume requires
- Appropriate handling of contact through following knowledge to escalate to the correct groups
- Follow guidelines for handling PII, confidential and sensitive information
- Support Firm Emergency processes
- Take initiative and own your career
- A subject matter expert in one or more areas
- Maintain relationships with other support groups external to the Contact Center in addition to vendors and carriers
- Be a mentor and assist in training for other analysts
- Stay current on the tools used to support our customers
Qualifications
- Possess a minimum of bachelor’s degree (B.Sc./BCom/BCA) with computer science and electronics background) or non-engineering or any other related field.
- Minimum of 4 – 6 years cognate experience in a related field of work
- Fluency in French will be an added advantage
ADVERTISEMENT - CONTINUE READING BELOW ↓
Required Skills
- Answer incoming interactions (calls, webforms, emails, chats and voicemails).
- Excellent verbal and written communication skills: With a Versant Score of 70 or above.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Adhere to contact quality guidelines.
- Excellent decision-making skills to ensure optimum customer satisfaction.
- Excellent troubleshooting skills to diagnose and resolve/address customer issues/requests.
- Display excellent customer service skills and attitude in each and every interaction.
- Constantly strive to meet or exceed the goals/KPIs.
- Demonstrate flexibility in working in different shifts.
- Self-disciplined in order to adhere to the schedule published.
- Tier -2/Second-level support resolving complex queries. Responsible for second-level tickets and working with multiple internal teams to resolve application errors and issues.
- Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1.
- If no solution is available, tier 2 support escalates the incident to tier 3.
- Support personnel with deep knowledge of the product or service, High-end technical knowledge of Hardware, Software
- PDAs (Blackberry, iOS, Android and Windows) are a plus. Basic understanding of Operating Systems (Windows Vista, 7, 8, 8.1), VPN, Network/Internet, LAN, and WAN concepts.
- Microsoft Office applications (Outlook, Excel, Word, PowerPoint). Knowledge of Macintosh OS
- Basic networking concepts and troubleshooting
- Exposure to active directory concepts
- MAC troubleshooting
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