IT Service Desk Analyst - Level 2

New Zealand·WellingtonPermanent Full-Timemid

OtherIt Service Desk Analyst

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Overview

KPMG is one of the most trusted and respected global professional services firms. At KPMG, we believe in fuelling prosperity for all New Zealanders. This purpose drives everything we do,

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OtherIt Service Desk Analyst

KPMG is one of the most trusted and respected global professional services firms. At KPMG, we believe in fuelling prosperity for all New Zealanders. This purpose drives everything we do, from our client work to internal practises, all guided by our shared values of Integrity, Courage, Excellence, Together, for Better.

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

As an IT Service Desk Analyst (Level 2), you’ll play a key role in keeping our business running smoothly by delivering advanced technical support and outstanding customer service. You’ll take ownership of complex issues, ensuring they are resolved quickly and effectively to minimise disruption and keep our users productive.

In this role, you’ll also be a trusted escalation point for our Level 1 Service Desk Analysts, sharing your expertise to guide troubleshooting, build team capability, and elevate the overall service experience. Your ability to mentor and support others will be just as important as your technical skills.

Provide advanced technical support and customer service to users including troubleshooting problems, managing service desk requests/ incidents, resolving complex issues, and ensuring all relevant information is captured correctly in Service Now.
Act as a key escalation point and source of guidance for Level 1 Service Desk Analysts.
Provide technical/ product administration support for specific applications as guided by Service Lead.
Order and distribute assets, ensuring an accurate record is maintained in the asset management system.
Recommend and implement actions to enhance efficiency and streamline processes.

Degree or equivalent experience/qualifications.
Minimum 5 years experience in an IT Support role.
Experience with Service Now and Active Directory.
Experience with laptop hardware and software troubleshooting.
Be comfortable with face-to-face interaction and adaptable to change.
Are proactive, have urgency and a passion for IT.
High degree of accuracy.
Collaborative team player who enjoys supporting others and contributing to a high-performing service desk environment.
Able to apply your knowledge and practical skills to troubleshoot and resolve issues, using sound judgement to make decisions and escalate where needed.
Excellent verbal and written communication skills.

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 email Emma at KPMGAccessibilityNetwork@kpmg.co.nz.

For any general questions about the role or recruitment process, feel free to reach out to our Talent Acquisition team at Jobs@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.