Help Desk Analyst I

KPMG US; Detroit (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company in the technology sector is seeking a Help Desk Analyst I to support application processes and liaise between employees and support teams. The role requires strong communication and problem-solving skills, along with a Bachelor's degree and experience with ticketing systems. This is a great opportunity for those looking to grow in a dynamic environment.

Qualifications

• Minimum one year of recent experience analyzing ticket data.
• Familiarity with IT Service Management ticketing systems.

Responsibilities

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

Skills

Communication

Problem-Solving

Analytical Skills

Education

Bachelor's Degree

Tools

ServiceNow

SharePoint

Job description

Join to apply for the Help Desk Analyst I role at KPMG US

KPMG is seeking a Help Desk Analyst I to join our Digital Nexus technology organization. This role involves supporting application lifecycle processes, providing application access guidance, developing knowledge base articles, acting as a liaison between employees/customers and support teams, and serving as an escalation point for Digital Desk analysts.

Responsibilities:

1. Support application lifecycle processes, including onboarding and offboarding of employee and client accounts.
2. Utilize subject matter knowledge and administrative permissions to provide appropriate application access and guidance.
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, familiarity with IT Service Management ticketing systems (ServiceNow preferred).
• Bachelor's degree from an accredited college or university is preferred.
• Organized, self-motivated, with the ability to work independently, multi-task, and prioritize effectively.
• Knowledge of ITIL (Incident and Request Management) is preferred; experience with web-based applications and SharePoint support.
• Strong communication, problem-solving, analytical skills, and ability to learn new applications quickly.
• Must be authorized to work in the U.S. without visa sponsorship.

Additional information about salary ranges, benefits, and legal compliance is provided in the original description. Candidates are encouraged to apply promptly, as KPMG recruits on a rolling basis.