Remote Technician

**Overview
The purpose of the role is to ensure that the services being delivered to support our staff and Client are timely, effective, and consistent. Provide immediate remote support for desktop and productivity tools unable to be resolved by Service Desk Level 1. Ticket escalation, monitoring of the service desk queues, ensure compliance of Service Levels and Operational Levels are being met.

**Key Accountabilities and Main Responsibilities**

Operational Management
- Perform remote support for desktop and productivity tools unable to be resolved by Service Desk Level 1.
- Perform Ticket triage / categorisation / prioritisation / assignment and resolution
- Monitoring of the ticket queue, ensuring higher priority tickets are dealt with in a timely and professional manner
- Desktop Incident & request management investigation and resolution
- Keep stakeholders up-to-date with resolution efforts on current incidents
- Manage and coordinate urgent and complicated issues
- Coordinate Service Desk requests and Incidents against SLAs and/or agreed metrics
- Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures
- Ensure Service Desk processes, procedures and work instructions are executed correctly and consistently by all staff.

**Experience & Personal Attributes**
- 5 + years’ experience in Service Desk, End User Support or IT
- A degree qualification in Information Technology
- ITIL V3 / V4 qualification essential
- Windows 7/10
- Outlook Exchange 2010 - 2016
- 0365 Teams
- Virtual Machine environment
- Smart device support
- Active Directory
- Service Now
- Expert skills and experience in Service Desk processes
- Good communication and interpersonal skills
- Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
- A track record in 1st Line incident diagnosis and resolution
- Proven ability to work flexibly and adapt to demand
- Customer focused.

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our HUB in Mumbai has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support, for Link Group businesses across the globe. We are rapidly growing our Mumbai team to build greater capability within the organisation, and provide specialised local services supported by the strength and scale of Link Group’s global operations and knowledge base.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities.