Overview
Job Description
1. Quality & Timely Delivery
- Responsibility: Handle multiple user requests or incidents efficiently, resolving each 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 to Level 2/3 teams when necessary.
- 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:
- Take part in team meetings, knowledge sharing, and training.
- Take ownership of assigned tasks and deliver without supervision.
- Support peers during high-volume periods or outages.
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KPMG
KPMG is one of the world's leading professional services firms, forming part of the 'Big Four' alongside Deloitte, EY, and PwC. Founded in 1987 through the merger of Klynveld Main Goerdeler (KMG) and Peat Marwick International, KPMG operates as a global network of independent member firms providing audit, tax, and advisory services. With a presence in over 145 countries and territories, KPMG employs more than 270,000 professionals, serving clients ranging from multinational corporations and governments to small and medium-sized enterprises.
The firm's mission is to inspire confidence and empower change by delivering high-quality professional services that help organizations navigate complex business challenges. KPMG is recognized for its commitment to integrity, innovation, and sustainability, with initiatives focused on digital transformation, ESG (environmental, social, and governance) advisory, and diversity and inclusion. In recent years, KPMG has invested heavily in technology-driven solutions, including advanced analytics and AI-powered tools, to enhance client outcomes and maintain its competitive edge in the global market.
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