End User Support Analyst

KPMG•Toronto, ON

2d•Onsite

About The Position

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference. The End User Support Analyst will report to the Manager or Supervisor of End User Support and is primarily onsite; located in the Bay Adelaide Centre, Toronto. The End User Support analyst is responsible for IT Support for tickets raised by employees and partners.

Requirements

Minimum 3 years previous deskside support, virtual support and/or help desk experience a requirement
Strong knowledge of Microsoft 365, Teams and Windows 11
Mobile device knowledge and experience - iOS and Android
Thorough understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment
Proficient knowledge of computer hardware - PC’s, printers, peripherals, laptop imaging, etc.
Excellent interpersonal and communication skills
Strong troubleshooting/problem solving skills and analytical ability
Solid organizational skills; ability to prioritize, multi-task and work in a busy, fast paced environment
Desire to learn and expand knowledge of the firm and the technology environment in use; develop an understanding of the business requirements of the firm

Responsibilities

Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required
Record all incident tickets under the appropriate severity into the ServiceNow call tracking system
Configure and image PC’s with the required core environment image and practice specific software
Provide technical support for various practice specific software applications and firm proprietary software
Install and configure software, updates and patches
Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc.
Promote use of Omni, AI chatbot for IT Support
Provide device and app support for various types of mobile devices - both iOS and Android
Provide technology training to new hires (one-on-one or group sessions), either in-person or virtually through online sessions
Assist with asset management and inventory tracking as required
Actively participate on various local and national IT projects/virtual teams as required
Eligible to participate in the after-hours on call program