End User Support Analyst - Part Time, 20 hrs/week

KPMG - Halifax, NS (30+ days ago)

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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 207,000 professionals providing audit, tax, advisory and business enablement services across 153 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 Services in Canada are divided into four key service areas: Business Applications, End User Services, Infrastructure and IT Management.

Working in ITS is all about teamwork and delivering value to our internal customers. We’re a multi-disciplinary team of individuals with a full spectrum of skills ranging from the highly technical to the business of IT. Each of our people is a specialist in their area of focus, but what makes us strong is how we work together to support our customers in solving real business challenges.

ITS is not just about technology. It’s about our relationship with the business and partnering with them to help them achieve their goals. Our focus is our customers and our priority is their business needs.

Our workplace and the diversity of our team provide a great learning environment – a place where no matter what your expertise, you have the opportunity to be exposed to and develop new skills.

What you will do:
KPMG is currently seeking an End User Support Analyst. The role will report to the National IT Support Centre Manager and is responsible for providing remote user support to all members of the firm including executive level.

This is a part time role comprised of a scheduled 4 hour shift between 8 am and 6 pm Monday to Friday and on a rotational basis (approximately once every two months) between 9:00 am to 5:00 pm Saturday and Sunday. The salary and benefits are in line with the part time employment status. There are no geographic restrictions for this role, it can be filled from any location in Canada.
Working schedule is a 4 hour shift from Monday to Friday between 8AM to 6PM in your own time zone.
Provide first line response for users requiring assistance with information technology issues and problems.
Respond to requests for technical assistance by Phone, Live Chat, Self-Serve and Email.
Track incidents using ServiceNow ticket management system
Take ownership of Request/Incident and resolve or escalate to other support groups.
Support personal computers, tablets, smart phones, network equipment and common applications.
Support and maintain user accounts including passwords, rights, permissions and systems groups.
Escalate complex problems to the Senior Analyst(s) and or appropriate Tier 2.
Quickly and accurately determine incident scope and impact.
Follow up on tickets at pre-defined intervals bases on our SLAs until resolved.
Act as a liaison between End Users and technical escalation teams.
At times, business needs arise and employees are required and agree to work beyond their normal work day or work week to fulfill the accountabilities required for their job. Likewise, people need time to devote to personal matters, and our approach to flexibility provides for this.

What you bring to the role:
Independent, motivated and disciplined to work from home
Excellent Communication skills written and verbal
Minimum of 2 year experience in a technical support position
Strong Customer Service skills
Strong collaboration skills
Solid understanding of the Windows 10 environment
Proficiency in Active Directory
Proficiency in Bitlocker encryption
Knowledge of Network Basics
Significant experience with the supported core software products of the Firm (Word, Excel, PowerPoint, Exchange Mail, Outlook 2013 and Internet Explorer).
Demonstrated problem solving skills
Knowledge of VPN Basics (Virtual Private Networks)
Knowledge of IOS, Android and BlackBerry mobile devices
SAP knowledge and SharePoint would be a strong asset
MCITP and A+ would be an asset
Ability to work well in a team environment
Solid and reliable home network service
Learn more about where a career at KPMG can take you.