Help Desk Analyst I

KPMG US; Short Hills (NJ); On-site; USD 47,000 - 101,000; Full time

Job summary

A leading company in audit, tax, and advisory services is looking for a Help Desk Analyst I. This role is crucial for supporting application processes and acting as a liaison between employees and support teams. The ideal candidate should possess strong communication and problem-solving skills, with a preference for those familiar with IT Service Management systems. Join a culture that values individual development and innovation.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

401(k)

Well-being Benefits

Qualifications

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

Responsibilities

• Support application lifecycle processes, including onboarding/offboarding.
• Develop and maintain knowledge base articles.
• Act as a liaison between employees/customers and support teams.

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.

Known for being a great place to work and build a career, KPMG provides audit, tax, and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients and is supported by a culture that encourages individual development, embraces an inclusive environment, rewards innovative excellence, and supports our communities. As a result, we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Seramount, Fair360, and others. If you're passionate about your future, join our team.

KPMG is seeking a Help Desk Analyst I to join our Digital Nexus technology organization. The role involves supporting application lifecycle processes, managing application access, 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:

1. Minimum one year of recent experience analyzing ticket data for decision-making, with familiarity with IT Service Management ticketing systems (ServiceNow preferred).
2. Bachelor's degree from an accredited college or university is preferred.
3. Organized, self-motivated, able to work independently, multi-task, prioritize, and remain calm under pressure.
4. Knowledge of ITIL, especially Incident and Request Management, and experience with web-based applications and SharePoint support.
5. Strong communication, problem-solving, analytical skills, and the ability to quickly learn new applications and adapt to changes.
6. Must be authorized to work in the U.S. without sponsorship now or in the future. No employment-based visa sponsorship is available for this role.

KPMG offers a comprehensive benefits package, including medical, dental, vision, disability, life insurance, 401(k), and well-being benefits. Salary ranges vary by location, with California ranging from $47,200 to $101,000. Salary ranges outside California are available at this link.

KPMG is an equal opportunity employer and complies with all applicable laws. We consider qualified applicants regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, citizenship, disability, veteran status, or other protected categories.

We do not currently require vaccination or testing for COVID-19 for employees or visitors, except where mandated by law. Candidates are encouraged to apply promptly as recruiting is ongoing.

Note: For Los Angeles County applicants, criminal history may be considered in employment decisions, consistent with local laws.