Digital Gateway Support Analyst

Analyst - Digital Gateway

Roles & Responsibilities :

1. Quality & Timely Delivery

• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
• Key Activities:
  • 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.
• Skills Needed:
  • Time management
  • Attention to detail
  • Basic troubleshooting and documentation

2. Global Application Support (24/7 Window)

• Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
• Key Activities:
  • 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.
• Skills Needed:
  • Familiarity with global support tools (e.g., ServiceNow, Jira)
  • Basic understanding of supported applications
  • Clear communication across time zones

3. Coordination Across Teams

• Responsibility: Act as a bridge between local and international teams to resolve user issues effectively.
• Key Activities:
  • Collaborate with infrastructure, application, and business teams.
  • Track progress of escalated issues and ensure closure.
  • Document resolutions and share knowledge across teams.
• Skills Needed:
  • Stakeholder management
  • Cross-cultural communication
  • Issue tracking and follow-up

4. Team Player & Individual Contributor

• Responsibility: Adapt to business needs by working independently or collaboratively.
• Key Activities:
  • Participate in team meetings, knowledge sharing, and training.
  • Take ownership of assigned tasks and deliver without supervision.
  • Support peers during high-volume periods or outages.

Roles & Responsibilities :

1. Quality & Timely Delivery

• Responsibility: Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).
• Key Activities:
  • 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.
• Skills Needed:
  • Time management
  • Attention to detail
  • Basic troubleshooting and documentation

2. Global Application Support (24/7 Window)

• Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.
• Key Activities:
  • 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.
• Skills Needed:
  • Familiarity with global support tools (e.g., ServiceNow, Jira)
  • Basic understanding of supported applications
  • Clear communication across time zones

3. Coordination Across Teams

• Responsibility: Act as a bridge between local and international teams to resolve user issues effectively.
• Key Activities:
  • Collaborate with infrastructure, application, and business teams.
  • Track progress of escalated issues and ensure closure.
  • Document resolutions and share knowledge across teams.
• Skills Needed:
  • Stakeholder management
  • Cross-cultural communication
  • Issue tracking and follow-up

4. Team Player & Individual Contributor

• Responsibility: Adapt to business needs by working independently or collaboratively.
• Key Activities:
  • Participate in team meetings, knowledge sharing, and training.
  • Take ownership of assigned tasks and deliver without supervision.
  • Support peers during high-volume periods or outages.

Candidate profile :

• Role requires the candidate to be flexible and work in different shifts, including night shifts

• Be proactive and eager to work in highly dynamic environement

• Good computer knowledge with intermediate level knowledge in MS office tools like Excel, Word, Powerpoint and Outlook

• Working experience in Share Point and/or Service Now is an added advantage

• Excellent written communication skills in English

• Good anaylitcal skills

Skills Needed:

• Flexibility and accountability

• Collaboration tools (e.g., MS Teams, SharePoint)

• Initiative and problem-solving

Additional Expectations

• Documentation: Maintain accurate records of incidents, resolutions, and user interactions.

• Continuous Learning: Stay updated on application changes, new features, and support protocols.

• User Experience Focus: Ensure every interaction is professional, empathetic, and solution-oriented.

Experience Level

Entry Level