Analyst-KDNI

Roles & Responsibilities :

1. 1. Quality & Timely Delivery
2. 2. Global Application Support (24/7 Window)
3. 3. Coordination Across Teams
4. 4. Team Player & Individual Contributor

• 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
• 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.
• Time management
• Attention to detail
• Basic troubleshooting and documentation
• 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
• 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.
• Familiarity with global support tools (e.g., ServiceNow, Jira)
• Basic understanding of supported applications
• Clear communication across time zones
• 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
• Collaborate with infrastructure, application, and business teams.
• Track progress of escalated issues and ensure closure.
• Document resolutions and share knowledge across teams.
• Stakeholder management
• Cross-cultural communication
• Issue tracking and follow-up
• 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.
• 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.

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.

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