Support Analyst

6 days ago

Kingston, 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.

The Opportunity

The Support Analyst will report to the Manager of End User Support and the role is hybrid with some onsite work required in the local KPMG offices.

**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 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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