IT Service Desk Analyst

About KPMG and the Role

KPMG is a globally respected professional services firm committed to fostering prosperity throughout New Zealand. Guided by their core values—Integrity, Courage, Excellence, Together, for Better—KPMG aims to deliver exceptional client outcomes and maintain strong internal practices. The IT Group at KPMG focuses on leveraging innovative technology solutions to support and build the firm's future.

The IT Service Desk Analyst (Level 2) position involves providing advanced technical assistance and maintaining exceptional customer service to ensure business continuity. This role requires taking ownership of complex technical issues, resolving them efficiently to minimize business disruption, and supporting the overall service quality as a trusted escalation point.

Primary Duties and Responsibilities

• Deliver advanced technical support and customer service by troubleshooting problems, processing service desk requests and incidents, resolving complicated issues, and accurately documenting all relevant information within the Service Now system.
• Serve as a key escalation resource within the service desk team.
• Provide administration and technical support for specific applications under the direction of the Service Lead.
• Manage ordering and distribution of IT assets while accurately maintaining records in the asset management system.
• Identify and recommend process improvements to enhance efficiency and streamline workflows.

Candidate Profile and Requirements

• Possession of a degree or equivalent relevant experience and qualifications.
• Between 2 to 5 years of practical experience in an IT Support environment.
• Demonstrated experience working with Service Now and Active Directory systems.
• Proficiency in troubleshooting hardware and software issues on laptops.
• Comfortable with in-person interactions and adaptable to changing situations.
• A proactive approach with a strong sense of urgency and enthusiasm for IT.
• High attention to detail and accuracy.
• A collaborative team member who enjoys assisting others and contributing to a high-performance service desk.
• Capability to apply knowledge and technical skills effectively to resolve problems, exercise sound judgement in decision-making, and escalate issues appropriately.
• Excellent communication skills, both verbal and written.

Additional Information

Recruitment for this position is managed exclusively by the KPMG Talent Acquisition team. They will contact preferred recruitment agencies only if external assistance is needed.

KPMG champions diversity and inclusion, welcoming applications from candidates of varied backgrounds, including those with disabilities, mental health needs, chronic health conditions, or neurodivergence. Accessibility accommodations are available upon request to support equitable participation in the hiring process.

Employee Benefits and Perks

• Eligibility to participate in the firm's annual incentive scheme.
• Opportunities for local and international secondments to broaden experience.
• Flexible hybrid work arrangements combining office, client, and home environments tailored to individual preferences and circumstances.
• Options to work abroad and extend personal time with family and friends outside New Zealand.
• Flexible leave policies, including the ability to purchase additional annual leave.
• Inclusive, gender-neutral parental support with up to 18 weeks of fully paid parental leave available to all new parents.
• Company-paid membership to a professional association of the employee’s choice.
• Access to digital certifications via partnerships with leading platforms and bespoke learning pathways supporting personal growth.
• Wide range of discounts on insurance, banking, and lifestyle products and services.
• Membership in Inclusion, Diversity and Equity affinity groups fostering allyship and support.
• Engagement opportunities in environmental initiatives aiming for carbon neutrality by 2030.
• Participation in social clubs with cultural, sporting, and community-focused events.
• Paid volunteer time and involvement in citizenship activities.
• Comprehensive health and wellness services including free flu vaccines, subsidized sporting events, confidential counseling, additional wellbeing leave, and a wellness portal with extensive resources.