- Role: Associate Consultant Service Desk
- Location: Pune, Bengaluru
- Company: KPMG
- Salary: Not Disclosed
- Qualifications: Any Graduate
- Experience: 2 – 5 years
- Employment Type: Full Time, Permanent
Job Description:
As an Associate Consultant Service Desk at KPMG India, the function is deeply rooted in incident management and help offerings in the IT infrastructure. The function is pivotal to ensuring the smooth functioning of diverse IT and service management operations. This position demands stability of technical know-how, sturdy verbal exchange skills, and the potential to address escalations efficaciously.
Key Responsibilities:
- Monitoring and Managing Queues: The number one obligation includes monitoring purchaser requests and troubles through ticketing gear and emails. The Service Desk is often the first point of contact for any technical problems or inquiries, and well-timed movement is important. Monitoring ensures that all incoming requests are logged efficiently and assigned to the right teams.
- Triaging Tasks: Triaging involves categorizing and prioritizing tasks between one-of-a-kind support teams, which include technical guides, application aids, and project teams. This ensures that the maximum vital obligations receive attention at once and are resolved dependently.
- Prioritizing Incidents: Not all incidents are of identical significance. The position requires the capacity to prioritize incidents based on their impact on commercial enterprise operations and observe up until decision. Effective incident management prevents small problems from escalating into vast outages.
- Escalation Management: When issues are not resolved promptly or correctly, they expand. The Associate Consultant should deal with those escalations with vigilance, working to clear up the problem even as speaking efficiently with both the consumer and internal groups. This is important for maintaining client pride and preventing extended disruptions.
- Outage Handling: Outages can cause extensive disruption to operations. The role needs involvement in all stages of coping with outages, from preliminary detection to resolution. Timely conversations with stakeholders and active coordination with technical groups are vital for minimizing downtime.
- Communication: One of the essential features is to act as the liaison among various assistance organizations. Ensuring that the proper records reach the proper people at the proper time is key to resolving troubles efficiently. Clear, concise conversation ensures that everybody concerned is on the same page, which results in quicker trouble decisions.
- Best Practices Using ITIL Frameworks: Ensuring adherence to excellent practices is essential. The ITIL (Information Technology Infrastructure Library) framework is a widely customary approach to IT service control. By leveraging ITIL hints, the Associate Consultant guarantees that the tactics used are efficient, standardized, and scalable. This includes coping with incidents, exchange management, problem decisions, and common service development.
Required Skills:
- Incident Management: Experience in dealing with IT incidents and requests is a middle requirement. The capacity to hastily verify a difficulty, prioritize it, and ensure its miles are addressed by the proper group is vital.
- ITIL Certification: Knowledge of the ITIL framework is vital because it forms the inspiration for the provider management approaches at KPMG. An ITIL certification ensures that the person understands the principles of provider management, such as hassle control, change management, and dealing with IT offerings.
- Technical Support and Application Support: A robust historical past in technical guidance and knowledge of software support strategies is necessary. This consists of troubleshooting, ticketing structures (like ServiceNow), and making sure of operational efficiency thru problem-solving.
- Customer Service Skills: The role is customer-going through, making great customer service skills essential. The ability to manipulate escalations evenly and professionally is critical for preserving consumer beliefs and pride.
- Communication and Interpersonal Skills: Effective communication is critical for ensuring timely responses and resolutions. Good interpersonal capabilities also contribute to better collaboration among teams and clearer interaction with customers.
- Problem and Change Management: Handling routine troubles (problem management) and handling transitions or updates in the machine (alternate management) require sharp analytical and organizational talents. Preventing destiny incidents through powerful trade management is a big part of this role.
About KPMG:
KPMG Global Services (KGS) India, mounted in 2008, operates as a strategic international transport corporation for over 50 KPMG companies globally. With around 21,000 personnel unfold throughout eight places in India—Bengaluru, Gurugram, Hyderabad, Mumbai, Kochi, Noida, Kolkata, and Pune—KGS India gives an extensive range of advisory, tax, and audit support offerings.
KGS India is referred to for its inclusive workplace culture, been diagnosed with several awards for Inclusion, Diversity & Equity. In 2020, the business enterprise became ranked among many of the pinnacle 5 best employers for ladies using ASSOCHAM and additionally acquired recognition as an LGBT Business Ally by APCOM. Additionally, the organization was offered the Stevie Award for Great Employers 2020 within the Employer of the Year class for Business & Professional Services.
Benefits:
- Career Growth and Development: KPMG India is known for presenting superb education and development opportunities, inclusive of certifications like ITIL and skill enhancement packages. This position gives a clear course for development inside IT carrier management and consulting.
- Inclusive Work Environment: KPMG India promotes range and inclusion, being diagnosed as one of the top employers for women and receiving accolades like the Champions of Inclusion Award. The enterprise fosters an inclusive culture, helping various personnel.
- Comprehensive Health and Wellness Benefits: KPMG normally gives a strong medical insurance package, inclusive of medical, dental, and imaginative and prescient coverage, alongside wellbeing packages to aid worker health and well-being.
- Global Exposure: As a part of KPMG Global Services (KGS), personnel get the risk of working with over 50 KPMG companies globally, gaining international publicity and experience with international customers and current technology.
- Work-Life Balance: KPMG is understood for promoting a healthful work-life balance with flexible working hours, far-off operating alternatives, and paid time off, that’s beneficial for maintaining usual well-being while running in a disturbing enterprise.
Other More Jobs:
RBC Hiring Senior Technical Systems Analyst
Wipro Hiring: Network Engineer
