KPMG is one of the largest professional services companies in the world and one of the Big Four auditors, along with Deloitte, EY and PwC. Its global headquarters is located in Amstelveen, the Netherlands.
KPMG employs 162,000 people[2] and has three lines of services: audit, tax, and advisory. Its tax and advisory services are further divided into variou...
Direct the activities of a 5-person helpdesk team ensuring proper distribution of workload and monitoring escalations till resolution.
Provide project management coordination/assistance to the helpdesk team for all deployment projects, ensuring projects are completed within agreed business timelines.
High priority incidents and ensure resolution or upward escalations and incident management within agreed business SLA's.
Provide on-the-job training to team members.
Develop technical user documentation.
2. Asset Management
Ensure all IT assets are accounted for and records entered into central asset database.
Monitor spares availability.
Monitor maintenance availability for defective or damaged IT equipment.
Mange external vendors
3. Reporting
Analyze helpdesk tickets to ensure SLA metrics are been met
Provide reports for problem detection and management.
Ensure maintenance of Helpdesk incident logging database
Create report templates as required by the business
4. Second Line Support
Assist with incidents that have been escalated by first line support.
Use tools available in order to solve escalated problems.
Keep first line support function informed of delays and completion in the problem resolution process so that they can provide the client with status updates and feedback.
Manage the Helpdesk database and liaise with clients on a regular basis, as the need requires.
5. Security Role (National Information Security Specialist - NISS)
The National Information Security Specialist is responsible to the NITSO for maintaining the security of data held on the firm's IT systems as specified.
Ensure that appropriate access control methods and tools are in place for all systems.
Ensure that systems adequately protect the availability, integrity and confidentiality of stored information.
Ensure that methods for data encryption are available and used where appropriate.
Provide guidance and support on information security practices to development projects to ensure that systems developed provide adequate information security.
Provide guidance and support on information security practices to operations and end user support staff to ensure that systems in use provide adequate information security.
Add newly identified information security issues and risks to the security issues and risks database.
Progress actions allocated through the security issues and risks database.
Periodically check for additional security update from the Global Desktop Release Management Site.
Responsible for regular monitoring and reporting on the achievement of the third-party service level performance criteria
Qualifications and Skills
Skills required: 1. Functionalcompetencies:
Experience in people management
Decision making abilities
Issue resolution abilities
2.Technical competencies:
Service management skills (ITIL certification would be an advantage)
Project management skills
Ability to understand and work in a complex technical processing environment through use of sophisticated and leading edge tools
Proficiency in use of Operating system deployment tools (Microsoft System Center Configuration Manager)
3. Professional competencies:
Results driven
Strong analytical skills
Ability to meet deadlines and targets
Clear communication in English, both verbal and written
Superior customer service skills
Strong interpersonal skills
Ability to lead a team
Continuous improvement mentality
Adaptable to change
Ability to work in a fast pace, high pressure work environment
Experience and Background
At least 7 years working experience in helpdesk environment
At least 2 years supervisory experience
Ability to write documentation to describe program development, logic, coding and corrections.
Enthusiasm, can-do attitude
Good relationship building skills.
Good customer service/relationship skills
Excellent communication skills; written and verbal.
Patience in resolving problems and supervising subordinates.
Ability to carry out duties in a well-organised and proactive manner.
Ability to perform effectively under pressure.
Detailed knowledge of Standard IT Service delivery methodology
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