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Service Desk Analyst - 1st/2nd Line

Date: Jun 24, 2019

Location: Glasgow, United Kingdom

Company: KPMG UK

AutoReq ID145575BR
Job TitleService Desk Analyst - 1st/2nd Line
CountryUnited Kingdom
LocationGlasgow
FunctionSolutions & Digital
Service LineSolutions & Digital
Service Line InformationSolutions & Digital services the broader Firm through delivery of core technology and managed services capabilities, collaboration and innovation development services and building our Alliances network.

KPMG OverviewKPMG is part of a global network of firms that offers Audit, Tax & Pensions, Consulting, Deal Advisory and Technology services. Through the talent of over 16,000 colleagues, we bring our creativity and insight to our clients’ most critical challenges.
With offices across the UK, we work with everyone from small start-ups and individuals to major multinationals, in virtually every industry imaginable. Our work is often complex, yet our vision is simple: to be the clear choice for our clients, for our people and for the communities we work in.

Job DescriptionThe team


As part of Solutions and Digital the Application Maintenance & Support team are dedicated to supporting and maintaining key software assets used by KPMG clients and Internal teams, supporting growth of KPMGs UK practice.
By combining technology, process and in-depth knowledge the team support, manage and maintain robust software solutions across the business.

Working with a range of ground breaking technologies at the forefront of KPMG’s Digital transformation, this is a great opportunity to join a growing technology organisation rapidly changing to adapt to clients Technology needs.

The Role:


Working as a an integral part of the Application Support team, you will work closely with Support Analysts, Software Developers, Service delivery teams & 3rd party suppliers to ensure the smooth running of key client assets.

We are looking for something with a background in technology, ideally to degree level who can come join a rapidly expanding team and be part of a new Technology capability in our Glasgow office.

Key Duties
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Managing incidents & fulfilling requests in a busy service delivery environment.

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A focus on supporting applications built in our BPM and Low code platforms

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Providing support to internal users across various business sectors in the UK Practice including Tax Advisory, Audit and Risk.

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Supporting external clients that use software products developed in-house.

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Liaising with development teams & cloud infrastructure teams to resolve issues

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Contribute to the Knowledge Management process including creation/curation of documentation for the Knowledge Base.

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Pick up various ad hoc duties as and when the need arises in support of our user base.

The Person


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Previous experience supporting business critical applications

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Ability to pick up and understand new technologies quickly

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Possesses strong analytical & troubleshooting skills

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Can work under pressure and adapt quickly to change.

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Enthusiastic about technology with a strong focus on developing technical skills

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Excellent customer service skills.

Essential Skills



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Experience of working in service delivery environment

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Strong communication skills – written and verbal.

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Customer focused approach to your work.

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Ability to learn quickly.

Desirable Skills



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ITIL v3 Foundation certified.

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Experience of supporting Enterprise, bespoke and off-the-shelf software.

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Experience of Microsoft products including Windows 7/10 and Server 2008/2012

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Understanding of Kanban, Agile/Scrum software development methodology

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Experience of bug/enhancement software such as TFS & JIRA

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Experience of Cloud software, for example Azure, AWS & Google Cloud.

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A basic knowledge of Transact SQL.
Intermediate knowledge of Transact SQL is highly desirable

- Experience of one or more of the following:
- Business Process Management tools (Sequence Kinetics or Appian)
- Business Intelligence Systems (Power BI, QlikSense, Tableau)
- Low Code platforms (Out Systems)

Our Deal

Flexible Working

Our employees have many varied work schedules to suit their individual needs!



Our intelligent working options range from role sharing and flexible start and finish times, to home working and more informal arrangements agreed within teams.



Check out examples of KPMG employees enjoying different working patterns on our website and please do share your own individual requirements with us.



Applying with a DisabilityAs a member of the Business Disability Forum we're committed to ensuring a great experience for colleagues with a disability. Should you be successful after the initial application stage, please discuss any adjustments that you may require with your recruitment contact.

KPMG's commitment to diversity

We are proud of the value we place on individuality. We want you to bring your full self to work and maximise your potential. KPMG is a place where everyone can thrive, whatever their gender, ethnicity, disability, sexual orientation and socio-economic background.

Policy for Agencies

KPMG has a commitment to sourcing candidates directly and as such we do not accept speculative CV’s from agencies. Please check here to see our policy on agencies: Policy


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