Associate Consultant - Digital Gateway Support

Role Overview

The Associate Consultant will handle multiple user requests or incidents efficiently, ensuring each is resolved within the agreed Service Level Agreement (SLA). The role involves providing round-the-clock support to users of KPMG Global applications, ensuring availability and responsiveness. The Associate Consultant will act as a bridge between local and international teams to resolve user issues effectively.

What You Will Do

Monitor ticket queues, prioritize based on urgency and impact, follow standard operating procedures (SOPs) for resolution, 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.

Why It Might Be a Fit

The ideal candidate will have time management, attention to detail, basic troubleshooting and documentation skills, familiarity with global support tools (e.g., ServiceNow, Jira), basic understanding of supported applications, clear communication across time zones, stakeholder management, cross-cultural communication, and issue tracking and follow-up skills.

Requirements

• Time management
• Attention to detail
• Basic troubleshooting and documentation
• Familiarity with global support tools (e.g., ServiceNow, Jira)
• Basic understanding of supported applications
• Clear communication across time zones
• Stakeholder management
• Cross-cultural communication
• Issue tracking and follow-up