Service Desk Administrator / IT Helpdesk

The Service Desk Administrator is part of a central IT Service Delivery team that acts as the first point of contact for all IT service requests.

KPMG is a global organization of independent professional services firms providing Audit, Tax and Advisory services. KPMG firms operate in 143 countries and territories with more than 265,000 partners and employees working in member firms around the world. 

KPMG in Caricom is seeking to hire a dynamic professional to join us as a Service Desk Administrator in our Jamaica office. 

Job Purpose:

The Service Desk Administrator is part of a central IT Service Delivery team that acts as the first point of contact for all IT service requests. The team provides support to our local and overseas (onshore) stakeholders with responsibility for the timely and effective execution of all IT service requests from initiation through closure. 

Roles and Responsibilities:

• Record and Triage service requests to determine priority, assignment and routing.
• Troubleshoot and resolve escalated support; escalate further as required.
• Onboarding and Offboarding of users to/from IT systems and services.
• Provide technical support for various practice specific software applications and firm proprietary software.
• Installation and configuration of software, updates and patches. 
• Configure and image PC's with the required core environment software, printer setup and practice specific software. 
• Troubleshoot various hardware issues with PC's, printers, scanners, etc. 
• Provide hardware and software support for company managed mobile devices. 
• Provide support for video conferencing services. 
• Provide technology training to new hires, either one-on-one or in group sessions.
• Facilitate topic specific group training sessions. 
• Provide support for phones and telecom issues as required. 
• Assist with asset management and inventory tracking as required. 
• Actively participate in various ITS projects as required. 
• Liaise with the extended ITS team locally, regionally and overseas.
• Keeping up-to-date with innovative technologies and trends in the world of information technology. 
• Other duties as required.

Qualifications:

• BSc. in Computer Science or IT or other related field
• 2 years' experience in a Helpdesk or Service Desk role 

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Special Working Conditions:

Based on the nature of our business the Service Desk Administrator is required to work on a shift basis.

Requirements:

• Previous desk side support and/or service desk experience a requirement. Experience in supporting Shared Service operations is an asset.
• CompTIA A+ certification an asset. 
• Strong knowledge of Microsoft Office, Windows 10, Microsoft Access, Project and Visio knowledge an asset. 
• Mobile device knowledge and experience – iOS, Android devices. 
• Understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment. 
• Proficient knowledge of computer hardware - PC's, printers, scanners, etc. 

CLICK HERE TO APPLY! 

We thank all interested applicants; however, only shortlisted candidates will be contacted.

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