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IT Service Desk Analyst

KPMG New Zealand is part of the international KPMG network, one of the world’s leading professional services organisations. We provide audit, tax, and advisory services to individuals, SMEs, not-for-profit organisations, multi-nationals and government agencies.


Our people experience is anchored in a clearly articulated purpose of ‘Fuelling New Zealand’s prosperity’ and our contribution to the shared wealth and lasting well-being for all New Zealanders. In order to deliver this, we must attract, develop and retain the very best people and create a workplace environment in which everyone is able to flourish.  We are proud of our reputation for values-driven behaviour that guide our actions and defines what it means to work at and be part of KPMG.  We believe in Integrity – We do what is right; Excellence – We never stop learning and improving; Courage – We think and act boldly; Together – We respect each other and draw strength from our differences; and For Better – We do what matters.


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


The opportunity:
  • The main purpose of the position is to answer Service Desk calls via emails, phone or any other method used and log the job into the ServiceNow. Once ticket has been raised, it is a job of the 1st level support team member to ensure job has been followed up and completed. 


Day to day you will:
  • Provide analysis and triaging 1st level SD emails, phone calls and incidents or requests logged via the self-service portal, capturing all relevant information correctly using ServiceNow
  • Provide level 1 support and basic troubleshooting for KPMG business applications
  • Provide MS Office 2016 and Windows 10 support
  • Troubleshoot issues with audio and video equipment in conference rooms
  • Provide laptop and mobile device support as required
  • Enter and maintain assets in the asset management system
  • Ordering and distribution of assets
  • Ensures logging and handling of assets in accordance with policy and process
  • Consistently deliver excellent service to clients, both internal and external
  • Provide technical / product administration support for specific applications as guided by SD Team Lead
  • Demonstrate a continuous learning mentality, focused on self-development
  • Ensure any knowledge gained is shared with team members


What you’ll bring to the team:
  • Degree or equivalent experience/qualifications
  • Minimum 1 year experience in IT Support role
  • Minimum 2 years’ Customer service experience
  • Customer service skills in a call-centre environment or previous role in IT Support
  • Knowledge and experience of Microsoft Windows 10 operating systems
  • Knowledge and experience of Microsoft Office 2016 Suite
  • Familiarity with the cell phone and tablet technology – Apple and Android OS
  • Experience of working with Active Directory
  • Basic Network knowledge
  • Basic Server knowledge
  • Basic knowledge of Server Virtualisation
  • Basic knowledge of SQL server


Recruitment Agencies: The recruitment for this role is being managed directly by the KPMG Talent Acquisition team. We will contact our preferred agency partners if we require agency assistance. Thank you for your understanding.


Life at KPMG


KPMG values diversity in the workforce and we encourage candidates from diverse backgrounds to apply for roles, including individuals with a disability, additional mental health needs, chronic health conditions or who identify as neurodivergent. 


For disabled and neurodiverse candidates, if you encounter accessibility barriers or if you have access needs and require support to participate equitably in the recruitment process, please phone Enya van Dulm on 04 816 4660 or email KPMGAccessibilityNetwork@kpmg.co.nz


We offer rewarding careers to talented individuals and a holistic range of benefits to support your life balance, whatever your circumstance. We want you to do Work That Matters, Thrive and Grow and know that you Belong here with us, at KPMG. 


As a KPMG employee, we will offer you:

 

—  Access to the firm's annual incentive scheme

—  Opportunities for local and international secondments

—  Hybrid working across a mix of office, client and home hubs to recognise that people have individual circumstances and preferences when it comes to where and how they work

— The ability to work from overseas and extend time connecting with friends and family outside New Zealand

—  Flexible leave options, including the ability to purchase additional annual leave

—  Gender-neutral support for all stages of the parental journey, including access to 18 weeks of fully paid parental leave for all new parents

—   A paid professional association membership of your choice

—   Digital accreditations through our partnership with Microsoft, LinkedIn Learning, with bespoke learning pathways for all employees

—   A wide-range of special offers and discounts on insurances, banking services, and lifestyle goods and services

—   The support, allyship and opportunity to join our many Inclusion, Diversity and Equity Affinity networks, including the Kiwa, Pride, Ethnicity, Accessibility and Wahine groups

—  The opportunity to participate in Green Team activities, as we work toward reducing the firm’s environmental footprint and become carbon zero by 2030

—  An invitation to join your local Social club and enjoy events aimed at bringing people together for social, sporting, cultural, family and fundraising activities

—  Paid time off for volunteering and involvement in citizenship activities

—  An array of health and wellness benefits such as free flu vaccinations, subsidised sporting events, free confidential counselling services, additional 5 days of Wellbeing leave to support you and your family's overall health and wellness, access to our Wellbeing portal with an extensive range of advice and resources and much much more!

 

We believe that diversity of background and experience strengthens relationships and delivers meaningful benefits to our people, clients and communities. Our goal is to be recognised as an employer of choice for all, irrespective of gender, ethnicity, generation, flexible work status, family circumstances, sexual orientation or disability. Further info can be found on our website.

 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Average salary estimate

$67500 / YEARLY (est.)
min
max
$60000K
$75000K

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What You Should Know About IT Service Desk Analyst, KPMG New Zealand

As an IT Service Desk Analyst at KPMG New Zealand, you will play a crucial role in ensuring the smooth operation of our information systems, which directly contributes to our mission of 'Fuelling New Zealand's prosperity'. You’ll be the first point of contact for our clients, troubleshooting and resolving various IT issues via emails and phone calls. With your expertise, you’ll triage service desk incidents and requests using ServiceNow with accurate documentation. Supporting Microsoft Office 2016 and Windows 10 applications will be a key part of your day-to-day activities, along with providing assistance for audio and video equipment in conference rooms. You’ll also handle laptop and mobile device support, keeping our teams functioning effectively. KPMG is renowned for its commitment to excellence and values-driven culture, and as part of our IT group, you will contribute to a collaborative environment that promotes continuous learning and sharing of knowledge. With a degree or equivalent experience and a minimum of one year in IT support, you’ll thrive in our supportive workplace that values diversity. Join us and experience a rewarding career with incredible benefits that not only take care of your professional growth but also your well-being and work-life balance. Get ready for an exciting journey at KPMG where your contributions will help us excel and innovate.

Frequently Asked Questions (FAQs) for IT Service Desk Analyst Role at KPMG New Zealand
What does the IT Service Desk Analyst role at KPMG New Zealand involve?

The IT Service Desk Analyst role at KPMG New Zealand involves responding to service desk calls and logging incidents in ServiceNow. You will provide first-level support and troubleshooting for KPMG business applications, ensuring effective resolution of various IT issues while maintaining excellent service to clients.

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What qualifications do I need to become an IT Service Desk Analyst at KPMG New Zealand?

To become an IT Service Desk Analyst at KPMG New Zealand, you need a degree or equivalent experience, along with a minimum of one year in IT support and two years in customer service. Familiarity with Microsoft Windows 10 and Office 2016 is also essential, alongside basic networking knowledge.

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How does KPMG New Zealand support career development for IT Service Desk Analysts?

KPMG New Zealand supports career development for IT Service Desk Analysts through access to digital learning pathways via partnerships with Microsoft and LinkedIn. You will have opportunities for local and international secondments, ensuring you excel in your career while continuously improving your skills.

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What kind of work environment can I expect as an IT Service Desk Analyst at KPMG?

As an IT Service Desk Analyst at KPMG, you can expect a collaborative and diverse work environment where your contributions are valued. We emphasize flexibility with hybrid working options and promote a culture of continuous learning and personal growth.

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What benefits does KPMG offer to its IT Service Desk Analysts?

KPMG offers a range of benefits to its IT Service Desk Analysts, including access to an annual incentive scheme, flexible leave options, professional membership coverage, extensive health and wellness benefits, and paid time off for volunteering, supporting both your work and personal life.

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What skills are essential for success as an IT Service Desk Analyst at KPMG New Zealand?

Success as an IT Service Desk Analyst at KPMG New Zealand requires strong problem-solving skills, excellent communication abilities, and proficiency with Microsoft applications and basic troubleshooting concepts. A customer-centric approach and the willingness to learn and adapt are also crucial.

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How does KPMG New Zealand engage in diversity and inclusion for the IT Service Desk Analyst position?

KPMG New Zealand actively promotes diversity and inclusion by encouraging candidates from various backgrounds to apply for the IT Service Desk Analyst position. We have dedicated affinity networks that support diverse groups, ensuring everyone feels welcome and valued in the workplace.

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Common Interview Questions for IT Service Desk Analyst
Can you describe your experience with customer service in an IT environment?

In your response, highlight specific roles where you provided IT support, focusing on your approach to customer interactions and problem resolution. Mention any metrics or feedback that showcase your performance and adaptability in a dynamic setting.

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How do you prioritize and manage multiple support tickets at once?

Discuss your methodology for prioritizing tasks based on severity and urgency. Share a specific example and how you ensure timely follow-up on all tickets while maintaining communication with those impacted.

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What troubleshooting steps would you take for a user unable to access their email?

Outline a systematic approach: start with checking internet connectivity, assess if others have similar issues, verify credentials, and inspect settings. Explain how you would communicate findings effectively to the user.

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How would you handle a frustrated user on the phone?

Demonstrate empathy in your answer. Explain how you would actively listen to the user's issues, reassure them, and focus on resolving their problem while maintaining a calm and professional demeanor throughout the conversation.

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What experience do you have with Microsoft Office and Windows 10 support?

Be specific about the applications you are familiar with, any troubleshooting you've performed, and how you've helped users with issues related to these platforms. Mention your knowledge of common pitfalls and how you've assisted users in overcoming them.

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Can you discuss your familiarity with ServiceNow or other helpdesk tools?

If you've used ServiceNow, detail your experience in logging incidents, managing tickets, and utilizing reports. If not, discuss any comparable experience and express your willingness to learn quickly.

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Describe a time when you went above and beyond for a client.

Share a specific situation where you identified a user's need beyond their immediate request and how you addressed it. Highlight the positive feedback you received and any lasting impacts on the user's experience.

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How do you stay current with technology trends related to IT support?

Talk about your methods for staying informed, like following tech news, participating in forums, or attending workshops. Emphasize your continuous learning mindset and how it benefits your work.

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What is your experience with basic network troubleshooting?

Discuss specific situations where you've identified and solved networking issues, including what tools you used and how you communicated your findings to users. Highlight your understanding of network fundamentals.

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How would you contribute to the team culture at KPMG New Zealand?

Speak to your collaborative spirit and willingness to share knowledge. Explain how you would participate in team bonding activities and consider supporting diversity initiatives to strengthen the team environment.

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MATCH
VIEW MATCH
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
No info
LOCATION
No info
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
November 29, 2024

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