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Associate Consultant - Digital Gateway Canada at KPMG Global Services

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

14 Oct, 26

Salary

0.0

Posted On

16 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, SLA Management, Technical Support, Ticket Prioritization, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Initial Diagnosis, Knowledge Documentation, Collaboration

Industry

Business Consulting and Services

Description

·Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). ·Monitor ticket queues and prioritize based on urgency and impact. ·Follow standard operating procedures (SOPs) for resolution. ·Escalate issues when necessary to Level 2/3 teams. ·•Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. ·Respond to user queries via email, chat, or ticketing systems. ·Perform initial diagnosis and provide solutions or workarounds. ·Maintain shift handover logs and ensure continuity. ·Collaborate with infrastructure, application, and business teams. ·Track progress of escalated issues and ensure closure. ·Document resolutions and share knowledge across teams * Understanding of Excel, word and powerpoint

Responsibilities

Provide round-the-clock support for KPMG Global applications by resolving user requests and incidents within agreed SLAs. Responsibilities include monitoring ticket queues, performing initial diagnosis, and collaborating with technical teams for escalation and closure.