Posted 1 month ago

IT Service Desk Analyst - Level 2

WellingtonOn-site

AI Summary

An IT Service Desk Analyst (Level 2) at KPMG NZ providing advanced technical support and mentoring Level 1 analysts to keep services running smoothly.

About this role

KPMG is one of the most trusted and respected global professional services firms. At KPMG, we believe in fuelling prosperity for all New Zealanders. This purpose drives everything we do, from our client work to internal practises, all guided by our shared values of Integrity, Courage, Excellence, Together, for Better.

The KPMG IT Group delivers and supports information systems to help build the future at KPMG through the innovative use of technology.

The Opportunity:

As an IT Service Desk Analyst (Level 2), you’ll play a key role in keeping our business running smoothly by delivering advanced technical support and outstanding customer service. You’ll take ownership of complex issues, ensuring they are resolved quickly and effectively to minimise disruption and keep our users productive.

In this role, you’ll also be a trusted escalation point for our Level 1 Service Desk Analysts, sharing your expertise to guide troubleshooting, build team capability, and elevate the overall service experience. Your ability to mentor and support others will be just as important as your technical skills.

Day to day you will:

Provide advanced technical support and customer service to users including troubleshooting problems, managing service desk requests/ incidents, resolving complex issues, and ensuring all relevant information is captured correctly in Service Now.
Act as a key escalation point and source of guidance for Level 1 Service Desk Analysts.
Provide technical/ product administration support for specific applications as guided by Service Lead.
Order and distribute assets, ensuring an accurate record is maintained in the asset management system.
Recommend and implement actions to enhance efficiency and streamline processes.

About you:

Degree or equivalent experience/qualifications.
Minimum 5 years experience in an IT Support role.
Experience with Service Now and Active Directory.
Experience with laptop hardware and software troubleshooting.
Be comfortable with face-to-face interaction and adaptable to change.
Are proactive, have urgency and a passion for IT.
High degree of accuracy.
Collaborative team player who enjoys supporting others and contributing to a high-performing service desk environment.
Able to apply your knowledge and practical skills to troubleshoot and resolve issues, using sound judgement to make decisions and escalate where needed.
Excellent verbal and written communication skills.