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Help Desk Support Analyst

4 months ago

Vancouver, Canada KPMG-Canada Full time

**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.

You've got big plans. We have opportunities to match, and we're committed to empowering you to become a better you, no matter what you do.

When you join KPMG you'll be one of over 227,000 professionals providing audit, tax, advisory and business enablement services across 146 countries.

With the support to do things differently, grow personally and professionally and bring your whole self to work, there's no limit to the impact you can make. Let's do this.

**Overview of the opportunity**:
IT support is an important part of maintaining the business of KPMG. At KPMG we have a lot of new and innovative technologies that we use to support our clients.

This opportunity is with our End User Support team. You will be supporting internal KPMG team members with excellent technical support on a wide variety of standard and bespoke software.

This position will report to the local IT area Manager or Supervisor in End User Support. This is a hybrid position and may require going into an office as needed.

**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.
- 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 technology training to new hires (one-on-one or group sessions), either in-person or virtually through online sessions.
- Actively participate on various local and national IT projects/virtual teams as required.
- Participate in the after-hours on call program.

LI-Remote

**What you bring to the role
- Previous deskside support and/or virtual support experience a requirement
- Strong knowledge of Microsoft 365, Teams, and Windows
- Comfort with supporting iOS and Android
- 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
- Comfort with ServiceNow
- Desire to learn and expand knowledge of the firm, the technology environment in use, and the business requirements and needs
- Flexibility to work shifts between 6:00a-9:00p ET
- Flexibility to work on weekends and statutory holidays when required
- Flexibility to work overtime as needed

**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