IT Service Desk Analyst – Level 2

About the role

KPMG’s IT Group is looking for a Level 2 Service Desk Analyst to provide advanced technical support and ensure smooth business operations. You will act as an escalation point for Level 1 analysts, resolve complex incidents, and help maintain high‑quality service for internal users.

Key responsibilities

• Deliver advanced technical support, troubleshoot problems, and manage ServiceNow tickets.
• Serve as the primary escalation resource for Level 1 Service Desk Analysts.
• Provide product and application administration support as directed by the Service Lead.
• Order, distribute, and track IT assets in the asset management system.
• Identify and implement process improvements to increase efficiency.

Required profile

• Degree or equivalent experience/qualifications.
• Minimum 5 years of experience in an IT support role.
• Strong verbal and written communication skills.
• Proactive attitude, high accuracy, and ability to work collaboratively.

Required skills

• ServiceNow ticketing platform.
• Active Directory administration.
• Laptop hardware troubleshooting.
• Laptop software troubleshooting.

What we offer

• Opportunity to work within a leading global professional services firm.
• Supportive team environment with mentorship responsibilities.
• Access to continuous learning and development resources.