Service Desk Administrator

The Service Desk Administrator is part of a central IT Service Delivery team that acts as the first point of contact for all IT service requests.

KPMG in Caricom is a member firm of KPMG International, and is comprised of offices in Jamaica, Trinidad and Tobago and Barbados and the Eastern Caribbean operating as one integrated business.

KPMG is a global organization of independent professional services firms providing Audit, Tax and Advisory services. KPMG firms operate in 143 countries and territories with more than 273,000 partners and employees working in member firms around the world.

KPMG in Caricom is seeking to hire a talented, highly motivated Service Desk Administrator to join our growing IT Services department in Kingston, Jamaica. 

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Job Purpose:

The Service Desk Administrator plays a pivotal role in the IT Service Delivery team. The Service Desk Administrator supports business and IT objectives while also serving as the initial point of contact for all IT service requests. The team provides support to our local and overseas (onshore) stakeholders with responsibility for the timely and effective execution of all IT service requests from initiation through closure. 

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Roles and Responsibilities:

• Record and triage service requests to determine priority, assignment and routing.
• Troubleshoot and resolve escalated support; escalate further as required.
• Onboard and offboard users to/from IT systems and services.
• Provide technical support for various practice specific software applications and firm proprietary software.
• Installation and configuration of software, updates, and patches. 
• Configure and image PC's with the required core environment software, printer setup and practice specific software. 
• Troubleshoot various hardware issues with PC's, printers, scanners, etc. 
• Provide hardware and software support for company managed mobile devices. 
• Provide support for video conferencing services. 
• Provide technology training to new hires, either one-on-one or in group sessions.
• Facilitate topic specific group training sessions. 
• Provide support for phones and telecom issues as required. 
• Assist with asset management and inventory tracking as required. 
• Actively participate in various ITS projects as required. 
• Liaise with the extended ITS team locally, regionally and overseas.
• Keeping up-to-date with innovative technologies and trends in the world of information technology. 
• Other duties as required.

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Qualifications:

• BSc. in Computer Science
• 1 years experience in a Helpdesk role 

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​Requirements:

• Previous desk side support and/or service desk experience a requirement. Experience in supporting Shared Service operations is an asset.
• CompTIA A+ certification an asset. 
• Strong knowledge of Microsoft Office, Windows 10, Microsoft Access, Project and Visio knowledge an asset. 
• Mobile device knowledge and experience – iOS, Android devices. 
• Understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment. 
• Proficient knowledge of computer hardware - PC's, printers, scanners, etc. 

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Skills:

• Must be organized and methodical, with strong attention to detail and ability to analyze and interpret information. 
• Excellent oral and written communication skills; able to clearly communicate issues and solutions to all levels, on both a formal and informal basis. 
• Strong interpersonal skills and professional maturity; demonstrated ability to effectively interact and build relationships with a diverse group of clients and colleagues. 
• Based on the occasional physical nature of the role the candidate may be required to lift and carry heavy equipment
• Highly motivated, committed self-starter who can prioritize work, multi-task and cope with changing priorities. 
• Demonstrated ability to learn and succeed in a fast-paced environment with excellent analytical, problem-solving and report writing skills 
• Excellent time management skills and the ability to work efficiently and effectively on multiple engagements concurrently

CLICK HERE TO APPLY​

We thank all interested applicants however, only shortlisted candidates will be contacted.

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© 2024 KPMG, a Jamaican partnership and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee.  All rights reserved.