Analyst - Digital Gateway Support

Quality & Timely Delivery

- Responsibility : Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
- Key Activities : 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.

- Skills Needed : Time management
- Attention to detail
- Basic troubleshooting and documentation

2. Global Application Support (24/7 Window)

- Responsibility : Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
- Key Activities : 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.

- Skills Needed : Familiarity with global support tools (e.g., ServiceNow, Jira)
- Basic understanding of supported applications
- Clear communication across time zones

3. Coordination Across Teams

- Responsibility : Act as a bridge between local and international teams to resolve user issues effectively.
- Key Activities : Collaborate with infrastructure, application, and business teams.
- Track progress of escalated issues and ensure closure.
- Document resolutions and share knowledge across teams.

- Skills Needed : Stakeholder management
- Cross-cultural communication
- Issue tracking and follow-up

4. Team Player & Individual Contributor

- Responsibility : Adapt to business needs by working independently or collaboratively.
- Key Activities : Participate in team meetings, knowledge sharing, and training.
- Take ownership of assigned tasks and deliver without supervision.
- Support peers during high-volume periods or outages.

Candidate profile :

- Role requires the candidate to be flexible and work in different shifts, including night shifts
- Be proactive and eager to work in highly dynamic environement
- Good computer knowledge with intermediate level knowledge in MS office tools like Excel, Word, Powerpoint and Outlook
- Working experience in Share Point and/or Service Now is an added advantage
- Excellent written communication skills in English
- Good anaylitcal skills

Skills Needed:

- Flexibility and accountability
- Collaboration tools (e.g., MS Teams, SharePoint)
- Initiative and problem-solving

Additional Expectations

- Documentation : Maintain accurate records of incidents, resolutions, and user interactions.
- Continuous Learning : Stay updated on application changes, new features, and support protocols.
- User Experience Focus : Ensure every interaction is professional, empathetic, and solution-oriented.