Overview:

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

The End User Support Analyst will report to the Manager or Supervisor of End User Support and is primarily onsite; located in the Bay Adelaide Centre, Toronto. The End User Support analyst is responsible for IT Support for tickets raised by employees and partners.

What you will do:

• Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required
• Record all incident tickets under the appropriate severity into the ServiceNow call tracking system
• Configure and image PC’s with the required core environment image and practice specific software
• Provide technical support for various practice specific software applications and firm proprietary software
• Install and configure software, updates and patches
• Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc.
• Promote use of Omni, AI chatbot for IT Support
• Provide device and app support for various types of mobile devices - both iOS and Android
• Provide technology training to new hires (one-on-one or group sessions), either in-person or virtually through online sessions
• Assist with asset management and inventory tracking as required
• Actively participate on various local and national IT projects/virtual teams as required
• Eligible to participate in the after-hours on call program

What you bring to this role:

• Minimum 3 years previous deskside support, virtual support and/or help desk experience a requirement
• Strong knowledge of Microsoft 365, Teams and Windows 11
• Mobile device knowledge and experience - iOS and Android
• Thorough understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment
• Proficient knowledge of computer hardware - PC’s, printers, peripherals, laptop imaging, etc.
• Excellent interpersonal and communication skills
• Strong troubleshooting/problem solving skills and analytical ability
• Solid organizational skills; ability to prioritize, multi-task and work in a busy, fast paced environment
• Desire to learn and expand knowledge of the firm and the technology environment in use; develop an understanding of the business requirements of the firm
• Flexibility to work shifts within the 8:00am-7:00pm EST
• Flexibility to work on weekends and statutory holidays when required

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $47,000 to $71,500 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

Providing you with the support you need to be at your best

For more information about KPMG in Canada’s Benefits and well-being, click here.

Our Values, The KPMG Way:

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.