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Global IT Service Desk Support Specialist

1 month ago

Navi Mumbai, Maharashtra, India Apex Group Full time

Job Summary

The Apex Group is seeking an experienced IT Service Desk Agent to provide high-level customer interaction and technical support to our users. As the first point of contact for IT requests, you will be responsible for resolving level 1 IT issues in a timely manner and escalating more complex problems to the appropriate support teams.

Key Responsibilities

  • Provide exceptional customer service and technical support to users across the organization.
  • Respond to IT requests from various channels, including email, portal, and telephone, within agreed targets.
  • Log and assign IT tickets accurately in the Apex IT ticketing system.
  • Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connections to user devices.
  • Assign tickets to relevant team members or external IT suppliers and liaise with resolvers until completion.
  • Communicate clearly and politely with users, keeping them informed of IT request progress.
  • Follow standard operating procedures for incident management.
  • Manage user account creation, modification, and deletion, as well as perform clean-up projects of user profiles and files.
  • Support various applications, including Microsoft Lync/Skype for Business, conferencing tools, and email archiving tools.
  • Highlight and report major IT issues and risks to the Service Manager in a timely manner.
  • Research, test, and implement new systems to improve efficiencies and satisfy user requests.
  • Provide basic PC installations and configuration tasks.
  • Provide on-site support in Apex offices, as required.

Requirements

  • 2-3 years of experience in a computer-related support or IT operational environment.
  • A recognized third-level qualification in a computer-related discipline.
  • One or more industry certifications in PC, Network, and Server support (e.g., Comptia A+, Server +, Network +, MCP in Windows 7/8/10).
  • Good written and communication skills in English.
  • Experience with documentation and improving SOPs and other process documents.
  • Good customer focus and excellent time-keeping.
  • Good interpersonal skills, with a focus on listening and questioning skills.
  • Good problem-solving abilities and ability to work under own initiative.
  • Maintain adequate knowledge of operating systems and application software in use at Apex.
  • Familiarity with the fundamental principles of ITIL Service Management.
  • Experience with configuring and supporting Windows Desktop (7, 8, 10).
  • Experience in virtual desktop environments, particularly CITRIX XenDesktop/XenApp, Azure, and AWS.
  • Experience with Microsoft Office 2013/2016 and/or Office 365.
  • Good experience in Active Directory and User Management.
  • Customer support experience in a Global Service Desk environment.
  • Some experience with physical networking is desirable but not essential.
  • Experience with Ticket Tool, Fresh Service, Service Now (SNOW).