KGS - MC - Analyst - Service Desk

Job description

Roles and Responsibilities


• Be the first point of contact for all IT support queries via telephone or self-service portal from internal and external KPMG clients.

• End to end ticket management (incidents, requests and problems) within a Service management toolset

• Support and guide end users in the use of technology and applications whilst ensuring we deliver high level of customer service

• Be a source of knowledge for Cloud communicating technologies such as AWS and Azure and help document and train other members of the team.

• Investigating a wide array of infrastructure based client issues and requests

• Triaging application, storage, data and network issues.

• Be part of the change control process attending a weekly CAB and helping ensure we minimise impact to the client.

Qualifications and Skills

• Knowledge of MS Windows operating systems. Experience providing 1st and 2nd line support of Windows infrastructure environment as well as desktop level.

• Good experience with Active Directory - user account management, managing permissions both at a share and file level, security groups and familiar with best practice principles

• Familiar with AWS Workspaces and confident with user setup client access and troubleshoot client connection issues.

• Familiar with 2 factor authentication systems such as RSA and Gemalto authentication management - token setup and basic administration/troubleshooting.

• Familiar with common public cloud platforms such as AWS and Azure.

• Candidate must be pro-active and a team player, but capable of working effectively independently or with limited support.

• Must have high standards of working within a structured Service Management toolset such as Service Now and JIRA.

• There may be a requirement to work outside normal office hours to undertake routine maintenance or resolve problems.

• An understanding of Amazon
Web Services (AWS) and Microsoft Azure.

Experience and Background



• Candidate must have excellent Microsoft Office skills in particular Word and Excel.

• Candidate must have excellent written and verbal communication skills.

• Must be able to operate in a rapidly changing, very complex and technical environment.

• Must be used to working in a client focussed and high pressure environment.

• ITIL V3 - Foundation is desirable, but not essential.

AWS and Azure certifications would be advantageous