Help Desk Analyst I

KPMG US; City of Albany (NY); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a leading company as a Help Desk Analyst I, where you will support application lifecycle processes and liaise between employees and support teams. Ideal candidates are organized, self-motivated, and possess strong communication skills. This role offers the opportunity to work independently while contributing to a collaborative team environment.

Qualifications

• Minimum one year of experience with IT Service Management ticketing systems.
• Knowledge of ITIL, especially Incident and Request Management.

Responsibilities

• Support application lifecycle processes for employee and client accounts.
• Develop and maintain knowledge base articles for team members.

Skills

Communication

Problem-Solving

Analytical Skills

Education

Bachelor's degree

Tools

ServiceNow

Job description

Help Desk Analyst I at KPMG US

Join our team as a Help Desk Analyst I at KPMG US.

Responsibilities:

1. Support application lifecycle processes, including onboarding and offboarding of employee and client accounts.
2. Utilize subject matter knowledge and elevated permissions to provide appropriate application access and guidance to employees and clients.
3. Develop and maintain knowledge base articles for team members, Digital Desk, and internal customers.
4. Act as a liaison between employees/customers and Tier three support teams.
5. Serve as an escalation point for Digital Desk analysts.

Qualifications:

• Minimum one year of recent experience analyzing ticket data, with familiarity with IT Service Management ticketing systems (ServiceNow preferred).
• Bachelor's degree from an accredited institution is preferred.
• Organized, self-motivated, with the ability to work independently, multi-task, and prioritize effectively.
• Knowledge of ITIL, especially Incident and Request Management, and technical support for web-based applications and SharePoint.
• Strong communication, problem-solving, analytical skills, and ability to adapt to new applications and processes.
• Must be authorized to work in the U.S. without sponsorship now or in the future.