Associate Consultant - Digital Gateway Canada

KPMG Global Services · Bengaluru

·Handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA).

·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.

·•Responsibility: Provide round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness.

·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.

·Collaborate with infrastructure, application, and business teams.

·Track progress of escalated issues and ensure closure.

·Document resolutions and share knowledge across teams