KPMG US · 10 hours ago
Analyst, Help Desk
Rochester, NY
Full-time
Hybrid
Entry Level
1+ years expKPMG is a leading provider of audit, tax, and advisory services, known for its commitment to individual development and an inclusive work environment. The Analyst, Help Desk role involves providing Level 1 support and managing performance metrics to ensure high-quality customer service and support for internal business systems.
Financial Services
No H1B
Responsibilities
Provide Level 1 support through phone, chat and self-service; 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 average handle time, available time, speed of answer, call/chat resolution and customer service
Meet and/or exceed service level agreements for all support interactions such as 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; utilize and contribute knowledge articles to the knowledge base
Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment
Qualification
Required
Minimum one year of recent experience in Service Desk Support and Customer Service Support
Minimum of a high school diploma or GED is required
Technical experience related to hardware, Windows OS 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 around wireless capabilities, mobile devices, hot-spots, and air cards
Ability to multitask and function in a fast-paced, high-energy environment and build productive relationships with peers; Able to quickly learn and retain information by means of written and verbal instruction; capable of demonstrating extensive troubleshooting skills
Strong verbal/written communication, problem solving and organizational skills to support an environment driven by customer service and teamwork; ability to work a flexible schedule, including weekend days, to support 24x7 environment
Must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future
Preferred
Bachelor's degree from an accredited college or university is preferred
Benefits
Medical and dental plans
Vision coverage
Disability and life insurance
401(k) plans
A robust suite of personal well-being benefits to support your mental health
Personal Time Off per fiscal year
Calendar of holidays to be observed during the year
Two breaks each year where employees will not be required to use Personal Time Off
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
Company data provided by crunchbase