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 applications, or hardware peripherals, ensuring a prompt, effective, and smooth delivery of services to the end users.
Primary Responsibilities:
- 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 the description and details provided by end users.
- Accurately identify the correct category in ServiceNow and escalate unresolved issues to the next level of support in ServiceNow with clear and concise descriptions in the ServiceNow logs.
- Act as a single point of contact between end-users and next-level support until the issue is resolved.
- Identify areas of improvement in procedures and processes, and document them in the 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 improvements to existing systems.
Required Qualifications:
- Diploma/Degree in Information Technology or a relevant field.
- ITIL Foundation in Service Management certification.
- Proven experience in providing helpdesk support for at least 3 years and above.
- Strong problem-solving and analytical skills.
- Excellent communication and customer service skills.
- Basic knowledge of networking concepts and familiarity with common software applications and productivity tools.
- Understanding of security protocols and best practices.
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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.
