Analyst, Help Desk
KPMG
Houston, TX 77002
Description
Join a technology team where your problem-solving skills directly impact thousands of professionals while you build expertise in a Fortune-recognized workplace.
Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360 and others. If you're as passionate about your future as we are, join our team.
KPMG is currently seeking an Analyst, Help Desk to join our Digital Nexus technology organization. This is a hybrid work opportunity.
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, and 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
Qualifications:
- Minimum one year of recent experience in a Service Desk Support and Customer Service Support role
- Bachelor's degree from an accredited college or university is preferred
- Demonstrated knowledge related to hardware, Windows OS web-based and third-party applications, network and remote connectivity, and iOS/Android mobile platform
- Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook; familiarity around wireless capabilities, mobile devices, hot-spots, and air cards
- Ability to multitask and function in a fast-paced, high-energy environment; 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 build productive relationships with peers; able to work a flexible schedule, including weekend days, to support 24/7 environment
- Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)
Benefits:
- Work from home
- Private medical insurance
- Private dental insurance
- Life insurance
- Health & wellbeing programme
KPMG LLP and its affiliates and subsidiaries ("KPMG") complies with all local/state regulations regarding displaying salary ranges. If required, the ranges displayed below or via the URL below are specifically for those potential hires who will work in the location(s) listed. Any offered salary is determined based on relevant factors such as applicant's skills, job responsibilities, prior relevant experience, certain degrees and certifications and market considerations. In addition, KPMG is proud to offer a comprehensive, competitive benefits package, with options designed to help you make the best decisions for yourself, your family, and your lifestyle. Available benefits are based on eligibility. Our Total Rewards package includes a variety of medical and dental plans, vision coverage, disability and life insurance, 401(k) plans, and a robust suite of personal well-being benefits to support your mental health. Depending on job classification, standard work hours, and years of service, KPMG provides Personal Time Off per fiscal year. Additionally, each year KPMG publishes a calendar of holidays to be observed during the year and provides eligible employees two breaks each year where employees will not be required to use Personal Time Off; one is at year end and the other is around the July 4th holiday. Additional details about our benefits can be found towards the bottom of our KPMG US Careers site at Benefits & How We Work.
Follow this link to obtain salary ranges by city outside of CA:
https://kpmg.com/us/en/how-we-work/pay-transparency.html/?id=6915925
KPMG offers a comprehensive compensation and benefits package. KPMG is an equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship status, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding KPMG's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please.
KPMG recruits on a rolling basis. Candidates are considered as they apply, until the opportunity is filled. Candidates are encouraged to apply expeditiously to any role(s) for which they are qualified that is also of interest to them.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.