Associate, Service Desk

2 weeks ago


Mumbai Maharashtra, India Ares Management Full time

Over the last 20 years, Ares’ success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry._

Job Description

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES
- Maintains a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
- Exercises problem-solving skills daily to resolve customer issues as they arrive
- Monitors progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
- Manage incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service
- Ensure all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
- Ensure the highest level of service delivery for all clients within the firm
- Identify issues and make recommendations that will improve processes and procedures
- Assist in strategic initiatives through brainstorming and implementation, etc
- Augment team capabilities by introducing / deepening additional technical skillsets
- Identifying, proposing & deploying solutions for recurring issues at the workstation level

QUALIFICATIONS

Education:

- Bachelor’s degree (or advanced) in business administration, Computer Science or related technical field Experience

Required:

- 5+ years

General Requirements:

- Experience with using ticketing systems (ServiceNow preferred)
- Operating within an ITIL framework
- Support within a high-volume, regulated enterprise environment (preferably finance)
- Creating / advocating user enabling technologies
- Technical Depth in supporting Widows 10 & common software (productivity, security) for an enterprise environment
- Call routing / management software - Five 9’s - Remote support using Beyond. Trust (Bomgar) remote access appliance or similar
- Asset management principles and software use
- Support of the O365 suite
- Use of System Center Configuration Manager
- IOS/Android support
- Minimum basic demonstrable knowledge with one at least one of the following:

- o Powershell scripting
- o ServiceNow development
- o Statistical Analysis
- o Process design
- o Knowledge management (KCS)
- o VBA
- o HTML
- o Process design, Analysis & Metrics
- Able to understand and articulate the benefits of technical implementations sufficient to drive adoption
- Someone who is not constrained by ‘what is’ but instead thinks of ‘what could be

Reporting Relationships

Manager, Infrastructure & Operations
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us__


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