As a Service desk resource, you will provide online supportto users of cloud-based enterprise applications by receiving and processing incoming Service Request and Incident tickets.
You will develop a core understanding of the operating principles of the cloud vendor platforms that KPMG Powered deploys on, including Oracle, Workday, ServiceNow, Microsoft, SAP, Coupa and iValua.
The support you provide will include gathering relevant information from Powered users to address problems of limited scope and / or escalating to the next tier of Support according to established procedures.
Tickets will initially come from internal, globally located employees who work in KPMG's Powered organisation, and you may eventually be asked to help support Powered Managed Services- external clients.
This position offers excellent opportunities for personal development, depending on motivation and competencies.
Key Tasks and Responsibilities :
Answer, evaluate, and prioritize incoming Service Request and Incident tickets, using a number of call tracking software applications like ServiceNow
Communicate with users at different levels within KPMG's Powered organisationto collect information about the issues they encounter with Powered's enterprise application instances
Follow standard practices and procedures to analyse situations or data where answers can be readily obtained
Route or escalate tickets to product line specialists where required
Maintain and updaterecords within KPMG's internal tracking databases
Assist in developing standard resolutions for common user problems
Provide feedback on support delivered and current processes and procedures
Attend various meetings as needed
Required Skills :
Two to three years experience in iValua domain for supporting medium to large applications, working directly with internal / external clients.
Worked in break-fixes, configuration management and vendor platform updates.
Experience using Support Ticketing systems such as ServiceNow, Remedy and Salesforce
Understanding of Support frameworks and concepts such as ITIL and ITSM
Proven customer service skills
Ability to ramp-up quickly and learn new applications from both business and technical aspects
Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with minimal guidance
Ability to manage multiple simultaneous work streams, including projects and program initiatives, and prioritize, manage, and execute effectively with compressed time lines and an evolving understanding of users- support issues
Ability to problem solve with a sense of urgency, and the ability to work in a fast-paced environment
Demonstrated ability to manage multiple tasks at one time
Possession of excellent oral and written communication skills
Desired Skills :
Ability to communicate effectively with technical and non-technical users, including from both internal and external customers
Experience under an ITIL v3 Service Operation framework supporting web applications (i.e. incident, problem and knowledge management)
One or more certifications including, but not limited to : ITIL BA or BS degree in CS, Computer Engineering, Information Technology or a related field