Description·Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
·Monitor ticket queues and prioritize based on urgency and impact.
·Follow standard operating procedures (SOPs) for resolution.
·Escalate issues when necessary to Level 2/3 teams.
·•Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
·Respond to user queries via email, chat, or ticketing systems.
·Perform initial diagnosis and provide solutions or workarounds.
·Maintain shift handover logs and ensure continuity.
·Collaborate with infrastructure, application, and business teams.
·Track progress of escalated issues and ensure closure.
·Document resolutions and share knowledge across teams
Responsibilities·Willing to work hard, enthusiastic and self-motivated.
·Strong analytical and advisory skills.
·Good communication and interpersonal skills.
·Able to work in fast moving and demanding environment.
·Strong commitment, multi-tasking and team player.
·Excellent oral and written communication skills in English (including strong presentation skills).
·Excellent project management, analytical, interpersonal, oral and written communication skills.
·Strong leadership and training skills.
·Professionalism, dependability, integrity and trustworthiness combined with a cooperative attitude.
·Highly motivated self-starter with ability to multitask and complete assignments within time constraints and deadlines
·Dedicated to superior client service
·Strong organizational skill and attention to detail.
·Ability to thrive in a dynamic team environment
QualificationsEducational qualifications
·Minimum Degree from reputable universities with excellent academic result, majoring in Accounting or Finance
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Work experience
•Minimum 1 to 33years of professional experience, preferably in a Big 4 consulting firm.
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