KGS - MC - Analyst - Service Desk
INDIA Infra / Networks / Telecom
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