Analyst-KDNI

2 weeks ago

Bengaluru, Karnataka, India BSR & Co Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description

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.

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.

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

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