KPMG US · 13 hours ago
IT Help Desk Representative (contract)
Dallas, TX
Contract
Onsite
Entry Level
$25/hr - $29/hr
1+ years expKPMG US is seeking an IT Help Desk Representative on a contract basis to provide Level 1 support for their internal business systems. The role involves managing support tickets, maintaining communication with customers, and ensuring service level agreements are met while providing excellent customer service.
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
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
Ability to work a flexible schedule, including weekend days, to support 24x7 environment
Preferred
Bachelor's Degree preferred
Company
KPMG US
KPMG is one of the world’s leading professional services firms and the fastest growing Big Four accounting firm in the United States.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Lynne Doughtie
Former Chairman and CEO
Paul Knopp
Chair and CEO
Recent News
Australian Financial Review
2024-05-12
2024-05-07
Media OutReach
2024-04-30
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