The Helpdesk Support Engineer is an important member of KPMG SG’s ITS department. They serve as the first point of contact for end-users experiencing technical issues with their computer systems, software application, or hardware peripherals, in a prompt, effective and smooth delivery of services to the end users.
Their primary responsibilities include:
- Provide timely and effective support to end-users through various available channels like phone, emails, chat or in-person interactions.
- Perform remote assistance through diagnostic techniques and pertinent questions
- Diagnose and resolve technical issues with the best solution based on description and details provided by end users.
- Accurately identify the correct category in ServiceNow and escalate unresolved issues to next level of support in ServiceNow with clear and concise description in the ServiceNow logs.
- Single point of contact between end-users, next level support until issue is resolved.
- Identify area of improvement on procedures, processes, and document it in repository for service improvement and knowledge sharing with end users and internal teams.
- Stay updated with emerging technologies, software updates, and industry best practices to be able to recommend upgrades or improvement to existing systems.
Required Qualifications:
- Diploma/Degree in Information Technology or relevant field
- ITIL Foundation in Service Management certified
- Proven experience in providing helpdesk support for at least 1 year
- Strong problem-solving and analytical skills
- Excellent communication and customer service skills
- Basic knowledge of networking concepts and familiarity with common software application and productivity tools
- Understanding of security protocols and best practices
Only shortlisted candidates will be contacted by KPMG Talent Acquisition team, personal data collected will be used for recruitment purposes only.
At KPMG in Singapore we are committed to creating a diverse and inclusive workplace. We believe that diversity of thought, background and experience strengthens relationships and delivers meaningful benefits to our people, our clients and communities. As an equal opportunity employer, all qualified applicants will receive consideration for employment regardless of age, race, gender identity or expression, colour, marital status, religion, sexual orientation, disability, or other non-merit factors. We celebrate the different talents that our people bring and support every staff member in their journey to achieve personal and professional growth. One of the ways we do this is through Take Charge: Flexi-work, our flexible working framework which enables agile and innovative teams to help deliver our business goals.
