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IT Help Desk Sr. Analyst / Central Services

Date: May 11, 2022

Location: SA

Company: kpmgalfoza

Senior Analyst, IT Service Desk


We value the fresh perspective that experienced professionals can bring. Whether you are currently working in the industry, the public sector, a smaller firm, or another 'Big Four' organization, you can expect to make a difference from day one.

Whatever your background, you will be able to use the knowledge you already have and see it develop quickly. You can look forward to working with a wide range of businesses from multinationals to smaller, local companies, and the opportunity to develop your management and leadership skills. With at least 1500 KPMG firms' professionals on an international assignment at any one time, there are also likely to be opportunities to work at an international level.

If you have more than five years' experience, you will almost certainly be looking for a senior position. We recruit at all levels — right up to Director — and value skills and experience gained in industry, the public sector, NGOs and other professional services organizations. There are great opportunities for senior professionals in client-facing and business service areas, including the opportunity to work at a regional or global level. Browse our profiles to read about several people who have joined KPMG firms from elsewhere.

Whatever your reason is for wanting to look for a new job, joining KSA’s largest Tax practice will be the best next step for your career.


KPMG KSA is currently seeking to hire an experienced Senior Analyst, IT Service Desk for a permanent opportunity to work with our Technology Function.


Job Role & Responsibilities:

  • Provide second-level contact and convey complexes resolutions second level to customer issues
  • Assisting Call Center Analyst in providing structured first-line support when workloads are high, or when additional experience is required
  • Respond to requests for technical assistance in person by phone or electronically and tracks all information in the call tracking system respecting KPI and SLA
  • Log and follow all service desk interactions in specific scope
  • Track, route, and properly escalate unresolved queries to the next level of support
  • Follow up with customers, provide feedback and see problems through to resolution
  • Ensure proper recording, documentation, and closure
  • Actively preserve and grow knowledge of service desk procedures, products, and services
  • Inform management of recurring problems and propose the resolution
  • Stay current with system information, changes and updates
  • Identify technical and organizational improvement opportunities
  • Propose client-oriented solutions during the pre-migration phase
  • Propose a structured solution for improvement
  • Provide advanced diagnosis by researching and resolving issues in a timely manner in accordance with our standards
  • Proactively ensure IT system service continuity
  • Provide VIP support
  • This role requires a self-motivated individual who is proactive in finding solutions to problems and able to demonstrate drive with a positive mind.
  • Your knowledge and communication skills will be required to provide a customer-focused service.


Skills & Experience:


  • Bachelor's degree in IT or related
  • Work experience: 1 year of relevant experience in a similar position
  • Very strong technical knowledge and aptitude in network areas (DNS, IP), PC (laptop configuration and connectivity), remote network access (VPN), good notion in user management
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment (Mac OS, Windows 10, MS Office) + PC hardware, printers, scanners, computer peripherals, mobile devices (iOS)
  • Deep knowledge of Desktop security products (Antivirus, encryption tools)
  • Ability to provide support to users considering business needs and organization


Our Benefits: -


KPMG Professional Services provides several benefits which are as follows:

  • Health: KPMG offers medical insurance options to meet your needs through Premium Medical Care Coverage for employees & dependent family members.
  • Career Development & Training: KPMG always focuses on the career pathing & training of its employees. It gives you a platform for unparalleled learning & development.
  • Personal Time Off: In KPMG, employees are entitled to take 25 days of Annual leave & 11 days of paid Holidays.
  • Money-Saving Benefit: KPMG offers several benefits, including Mobile Allowance, Schooling Allowance, Annual Air Tickets Allowance & Relocation Allowance.
  • Financial Matters: KPMG Professional Services also provides Housing Allowance in Advance for regular employees to support their home financial matters.
  • Competitive Salaries & Free Tax Salary: KPMG offers competitive & tax-free salary.