IT Helpdesk Officer at KPMG

Ref Id: 139320BR
Location: Lagos
Region: EMA
Engagement Type: Graduate Hire

Job Summary

• To provide telephone support and find solutions within a predetermined time frame to clients in order to enhance productivity and efficiency.

Specific Responsibilities
First Line Support:

• Provide telephone support and problem resolving to user queries.
• Escalate calls to second line support, thereby sharing dual responsibility for the call, be it in providing a solution or providing feedback to the client.
• Provide feedback to clients on the progress of repairs/ queries on a regular basis, especially if predetermined time frames are exceeded.
• Support on all general applications as required.

Additional:

• Responsible for the marketing of all KPMG Standard business applications, making the staff in the various groups aware of what tools are available to them and providing training / technical support to the end-users as required.
• Assist Operations Supervisor with the deployment of all new software and any required software updates or upgrades.

Qualification, Skills and Experience

• A good First degree in Computer Science or a related discipline, from a reputable university
• Between 1 and 3 years' experience in a similar role
• A minimum of Second Class (Upper) Division at first degree
• Client service and relationship building skills.
• Excellent communication and interpersonal skills.
• Ability to function independently and as part of a team
• Ability to perform effectively under pressure
• Ability to identify problem areas and implement corrective action
• Good time management skills
• Willingness to learn and ability to adapt.i