About this role
Quality & Timely Delivery
• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). • Key Activities: • Monitor ticket queues and prioritize based on urgency and impact. • Follow standard operating procedures (SOPs) for resolution. • Escalate issues when necessary to Level 2/3 teams.
• Skills Needed: • Time management • Attention to detail • Basic troubleshooting and documentation
2. Global Application Support (24/7 Window)
• Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. • Key Activities: • Respond to user queries via email, chat, or ticketing systems. • Perform initial diagnosis and provide solutions or workarounds. • Maintain shift handover logs and ensure continuity.
• Skills Needed: • Familiarity with global support tools (e.g., ServiceNow, Jira) • Basic understanding of supported applications • Clear communication across time zones
3. Coordination Across Teams
• Responsibility: Act as a bridge between local and international teams to resolve user issues effectively. • Key Activities: • Collaborate with infrastructure, application, and business teams. • Track progress of escalated issues and ensure closure. • Document resolutions and share knowledge across teams.
• Skills Needed: • Stakeholder management • Cross-cultural communication • Issue tracking and follow-up
4. Team Player & Individual Contributor
• Responsibility: Adapt to business needs by working independently or collaboratively. • Key Activities: • Participate in team meetings, knowledge sharing, and training. • Take ownership of assigned tasks and deliver without supervision. • Support peers during high-volume periods or outages.
Quality & Timely Delivery
• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). • Key Activities: • Monitor ticket queues and prioritize based on urgency and impact. • Follow standard operating procedures (SOPs) for resolution. • Escalate issues when necessary to Level 2/3 teams.
• Skills Needed: • Time management • Attention to detail • Basic troubleshooting and documentation
2. Global Application Support (24/7 Window)
• Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. • Key Activities: • Respond to user queries via email, chat, or ticketing systems. • Perform initial diagnosis and provide solutions or workarounds. • Maintain shift handover logs and ensure continuity.
• Skills Needed: • Familiarity with global support tools (e.g., ServiceNow, Jira) • Basic understanding of supported applications • Clear communication across time zones
3. Coordination Across Teams
• Responsibility: Act as a bridge between local and international teams to resolve user issues effectively. • Key Activities: • Collaborate with infrastructure, application, and business teams. • Track progress of escalated issues and ensure closure. • Document resolutions and share knowledge across teams.
• Skills Needed: • Stakeholder management • Cross-cultural communication • Issue tracking and follow-up
4. Team Player & Individual Contributor
• Responsibility: Adapt to business needs by working independently or collaboratively. • Key Activities: • Participate in team meetings, knowledge sharing, and training. • Take ownership of assigned tasks and deliver without supervision. • Support peers during high-volume periods or outages.
Candidate profile :
• Role requires the candidate to be flexible and work in different shifts, including night shifts
• Be proactive and eager to work in highly dynamic environement
• Good computer knowledge with intermediate level knowledge in MS office tools like Excel, Word, Powerpoint and Outlook
• Working experience in Share Point and/or Service Now is an added advantage
• Excellent written communication skills in English
• Good anaylitcal skills
Skills Needed:
• Flexibility and accountability
• Collaboration tools (e.g., MS Teams, SharePoint)
• Initiative and problem-solving
Additional Expectations
• Documentation: Maintain accurate records of incidents, resolutions, and user interactions.
• Continuous Learning: Stay updated on application changes, new features, and support protocols.
• User Experience Focus: Ensure every interaction is professional, empathetic, and solution-oriented.