KPMG US hiring Analyst, Help Desk

KPMG is currently seeking an Analyst, Help Desk to join our Digital Nexus organization. Responsibilities: Provide Level 1 support through phone, chat and self-service; record requests, incidents and status information through the use of firm's ticket handling system Manage daily individual performance based on key performance metrics including average handle time, available time, speed of answer, call/chat resolution and customer service Meet and/or exceed service level agreements for all support interactions such as phone, chat, tickets Support the implementation and deployment of internal business systems and solutions Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations by keeping them informed of the status Help train and support our new hires via peer advising if required; utilize and contribute knowledge articles to the knowledge base Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment Qualifications: Minimum one year of recent experience in Service Desk Support and Customer Service Support Bachelor's degree from an accredited college or university is preferred; minimum of a high school diploma or GED is required Technical experience related to hardware, Windows OS web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms Knowledge of MS Office 2013 Product Suite and Office 365 with extensive knowledge supporting Outlook; knowledge around wireless capabilities, mobile devices, hot-spots, and air cards Ability to multitask and function in a fast-paced, high-energy environment and build productive relationships with peers; Able to quickly learn and retain information by means of written and verbal instruction; capable of...