Support Analyst
3 weeks ago
**Overview**
At KPMG, you'll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.
The opportunity
The Support Analyst will report to the Manager or Supervisor of End User Support and is 100% onsite; located in the Bay Adelaide Centre, Toronto.
**What you will do
- Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required.
- Record all incident tickets under the appropriate severity into the ServiceNow call tracking system.
- Configure and image PC's with the required core environment image and practice specific software.
- Troubleshoot various IT hardware issues with PC's, printers, peripherals, etc.
- Provide device and app support for various types of mobile devices - both iOS and Android.
- Provide support for audio-visual setups, system hardware, connectivity issues in meeting rooms, and telecom issues.
- Provide technology training to new hires (one-on-one or group sessions), either in-person or virtually through online sessions.
- Assist with asset management and inventory tracking as required.
- Actively participate on various local and national IT projects/virtual teams as required.
- Participate in the after-hours on call program.
**What you bring to the role
- Previous deskside support, virtual support and/or help desk experience a requirement.
- Strong knowledge of Microsoft 365, Teams and Windows 10
- Mobile device knowledge and experience - iOS and Android.
- Thorough understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment.
- Proficient knowledge of computer hardware - PC's, printers, peripherals, laptop imaging, etc.
- Excellent interpersonal and communication skills
- Strong troubleshooting/problem solving skills and analytical ability.
- Solid organizational skills; ability to prioritize, multi-task and work in a busy, fast paced environment.
- Desire to learn and expand knowledge of the firm and the technology environment in use; develop an understanding of the business requirements of the firm.
- Flexibility to work shifts within the 8:00am-7:00pm EST
- Flexibility to work on weekends and statutory holidays when required.
**Keys to your success**:
KPMG individuals
**Deliver Impact | Seek Growth | Inspire Trust **and understand that a diverse workforce enables us to deepen relationships and strengthen our business.
**Providing you with the support you need to be at your best**
For more information about KPMG in Canada's Benefits and well-being, click here.
**Our Values, The KPMG Way**
**Integrity **, we do what is right |
**Excellence **, we never stop learning and improving |
**Courage **, we think and act boldly |
**Together **, we respect each other and draw strength from our differences |
**For Better **, we do what matters
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