Support & Analyst Specialist
KPMG Central & Eastern Europe is seeking talented individuals to support our expanding regional IT infrastructure. The ideal candidate will thrive in a dynamic environment as a part of the support & analyst team contributing to the development and maintenance of mission-critical business tools. Our international CEE environment encompasses 17 countries across 11 geographic locations, serving applications and systems to over 10,000 users worldwide.
Position Overview:
The Support & Analyst will be responsible for providing exceptional customer service and technical support to our internal clients. This role involves managing daily operations, ensuring efficient resolution of customer issues, testing of the newly developed features and continous improvement of service delivery by maintaining internal process documentation and guidance. The ideal candidate will possess excellent communication skills, an analytical mind, an understanding of support processes, and the ability to work in a fast-paced environment.
Key Responsibilities:
Quality Assurance:
- Testing fixes and newly developed features and reports.
Customer and Technical Support:
- Oversee the handling of customer inquiries and issues via MS Teams calls, email, and chat.
- Solve Level 2 customer tickets using internal tools and the MS365 office tools stack (Word, Excel).
- Understand and pre-analyze customer requirements.
- Ensure timely and accurate resolution of customer problems.
- Escalate technical or complex issues to the development and business intelligence teams as needed.
- Expert knowledge and use of KPMG Practice management system, Reporting and Internal support tools.
Process Improvement:
- Analyze support metrics and customer feedback to identify areas for improvement.
- Implement best practices to streamline support processes and enhance efficiency.
- Develop and maintain documentation for support procedures.
Collaboration:
- Work closely with other business application owners, such as Finance, CRM Administrators, Business Application Owners, Heads of IT, National IT Security Officers, and Data Privacy Liaisons, to ensure customer satisfaction.
- Participate in cross-functional projects.
Security & Accuracy:
- Ensure security and accuracy in all aspects of work.
Qualifications:
- English proficiency at the C1 level.
- Based in the Czech Republic with the ability to visit the Prague office once a week.
- 1+ years of experience in a customer support role
- Excellent communication and interpersonal skills.
- Advanced knowledge of Microsoft Excel.
- Problem-solving and analytical skills.
- Ability to analyze data and generate actionable insights.
Nice to Have:
- A Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
- Orientation in professional or finance services.
- Knowledge of IT infrastructure and services.
- Certification in ITIL or similar frameworks.
- Knowledge of SQL.
- Familiarity with structured notation standards like JSON, XML, or scripting languages.
We offer:
- Interaction within an international and dynamic team
- Opportunity for personal development
- Collaborate on cross-border projects with other KPMG offices
- Opportunity to work via home office or at our premises
- Cafeteria program (30 000 CZK per year for travelling, sport, culture and other activities)
- Extra vacation days
- Life insurance
- Multisport card
- Attractive remuneration package
O společnosti KPMG
KPMG je celosvětovou sítí poradenských společností. Služby v oblasti auditu, daní, poradenství a práva poskytuje stovkám firem z celé řady odvětví, zejména však z finančního, energetického a nemovitostního trhu. V České republice zaměstnává přes 900 odborníků a tím se řadí mezi největší poskytovatele poradenských služeb v zemi. Svým klientům pomáhá především zmírňovat rizika a uchopit obchodní příležitosti nejen u nás, ale také v zahraničí.
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