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KPMG US · 21 hours ago

Help Desk, Senior Representative (Information Technology Support) (contract)

United States

Contract

Remote

Mid, Senior Level

$24/hr - $26/hr

1+ years exp

KPMG US is seeking a Senior Help Desk Representative to provide application and procedural support within the KPMG Digital Desk IT Support Center. The role involves supporting 1st level analysts, engaging with higher-level support teams, and directly assisting customers with specific applications and escalations.

Financial Services

No H1B

Responsibilities

Provide Level 1 phone/chat support and meet and/or exceed service level agreements for assigned support tickets

Record requests, incidents and status information through the use of firm’s ticket handling system

Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call/chat resolution and customer service

Meet and/or exceed service level agreements for all support interactions (e.g., phone, chat, tickets)

Support the implementation and deployment of internal business systems and solutions

Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status

Help train and support our new hires via peer advising if required

Ability to work a flexible schedule, including weekend days, to support 24x7 environment

Utilize and contribute knowledge articles to the knowledge base

Qualification

Service Desk Level 1 supportTechnical support experienceWindows 10MS Office 2013/Office 365Troubleshooting skillsCustomer service supportMultitaskingCommunication skillsOrganizational skillsProblem solving

Required

Minimum 1 year experience in Service desk Level 1 support

Experience in Service Desk Support and Customer Service Support

Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms

Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook

Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and air cards

Ability to multitask and function in a fast-paced, high energy environment

Ability to quickly learn and retain information by means of written and verbal instruction

Ability to demonstrate extensive troubleshooting skills

Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and team work

Ability to build productive relationships with peers

Act with integrity, professionalism, and personal responsibility to uphold the firm's respectful and courteous work environment