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KPMG Jobs > Montvale Jobs > Information Technology Jobs
Job Description: At KPMG, you’ll find award-winning diversity initiatives, a broad spectrum of affinity networks, and a formal mentoring program. KPMG is a great place to build your career. We are currently seeking a Senior Help Desk Technician to join us in our Montvale office.Responsibilities:•Provide daily phone support for end users within the firm for the Information Technology (IT) infrastructure and Application Support; this may include guidance, assistance, coordination and follow-up on questions, problems on all system applications, hardware and software-•Manage own daily individual performance measured by call capture, available time, speed of answer, and call resolution and customer support •Record problem systems and status information through the use of an internal tracking system•Confer with National Support Center (NSC) management staff to apply information, systems and technology solutions to callers•Provide a link with the new National Operations Center and the end user for various aspects of infrastructure support•Help to ensure service delivery adherence to established service level agreements, through proactive monitoring and support of call volumes to attain required call captures to meet department goals•Troubleshoot workstation access, applications software and functional application support, using knowledge of network operating systems or notifying the appropriate support organization•Support the implementation and deployment of internal business systems and solutions•Maintain technology guidelines, operating procedures and support documentation•Attend developmental training sessions provided by the NSC •Escalate or consult issues with second level support and management when solution is unclear•Proactively maintain communications with callers through analysis and resolution process particularly in difficult customer situations, to keep them informed of status and provide follow-up once resolved to help ensure customer satisfaction•Documentation of resolutions and submission to database•Provide resolution and support documentation for use by new hires •Provide peer relationship and peer support to new hiresQualifications:•Experience in a call center, customer service, or help desk support environment•Technical experience in many areas of networking and software e.g. LAN, WAN, servers, Office applications and third party apps•Strong knowledge of Windows operating systems, Microsoft Office, network operating systems, third party application software and desktop/laptop hardware issues including XP, Vista, MS Office 2003 and 2007 and Internal applications•Ability to work in high stress, high call volume environment and maintain a seventy percent overall daily availability to answer •Flexibility on daily and weekend schedule required to support a 24 hour, 7 days per week environments•Ability to adhere to rotational shift schedule and work overtime at peak times•Strong communication, customer service and interpersonal skills•Willingness to work weekday and weekend day shiftsKPMG offers and supports flexible work arrangements as well as part-time schedules. We also offer a comprehensive compensation and benefits package. Interested? We strongly encourage you to apply online at www.kpmgcareers.com and search for requisition 23024. Follow us on Twitter:http://twitter.com/KPMGUSCAREERSKPMG. A great place to build your career.No phone calls or agencies please.KPMG Affirmative Action, Equal Opportunity Employer, M/F/D/V. KPMG maintains a drug-free workplace.© 2010 KPMG LLP, a U.S. limited liability partnership and a member firm of the KPMG network of independent member firms affiliated with KPMG International, a Swiss cooperative. All rights reserved