Service Desk Agent

Description

IT Service Desk Agent (JML Team)

Location: India

About Apex:
The Apex Group is a global financial services provider with 4,000 staff across 40+ offices globally. We look to recruit bright, articulate, and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do.

Every employee plays a part in making Apex who we are today and the more that we grow, the more important that becomes. Whatever your career path or specialism Apex provides a global platform to allow you to thrive.

The Role:
The Service Desk are also responsible for the setup of users accounts for all new hires ensuring that the new hire is setup and operational on Day1. Working as part of the wider Service desk team, the JML Team are responsible for the end-to-end management of the onboarding process.

The JML Team are responsible for ensuring the new hire has a positive experience on joining Apex and has been provided with the equipment and access to fulfil their role. The JML team will be responsible for co-ordinating the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.

The Service Desk agent (JML Team) must have a good balance of business process, basic technical skills, and customer facing skills and report preparation related to daily starters/ leavers/ Movers and daily pending tickets and backlogs. The role will report to the IT Service Desk Manager. The IT Service Desk agent will be required to work on staggered shift of (+/- 3 hours) from core local business hours when required by the business.

Key duties and responsibilities:

- Co-ordinate the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.
- Compete Day 1 surveys with the new hires to provide feedback on their experience.
- Monitor the end-to-end process and recommend areas for improvement as part of continual improvement.
- Serve as the single point of contact for end User ICT requests and support issues.
- Prepare Reports on the end user experience and key metrics for Senior management
- Tracking of starter/ leavers request to ensure they are completed on time and in line with the SLA/KPI’s.
- Log and assign all IT requests and work requests accurately in the Apex IT ticketing system
- Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
- When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
- Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
- Follow standard operating procedures (SOPs) for service request and incident management.
- Highlight and report all major IT issues and risks to Service Manager in a timely manner.
- Research, test and implement new systems to improve efficiencies and satisfy user requests.
- Provide on site support when required in Apex offices (may require travel).
- Other duties in support of the Service Desk, as assigned by the Service Manager.

Experience and skills
- 1-2 years’ experience in a computer related support or and IT operational environment.
- A recognised third level qualification in a computer related discipline.
- Experience in ticketing tool, Fresh service would be advantage
- Good written and communication skills in English.
- Experience with documentation and improving SOPs and other process documents.
- Good customer focus, and excellent timekeeping is a key requirement of the role.
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good problem-solving abilities and ability to work under own initiative.
- Familiarity with or a willingness to learn the fundamental principles of ITIL Service Management.
- Experience with configuring and supporting any version of Windows Desktop (7, 8,10).
- Experience in virtual desktop environment desirable, particularly CITRIX XenDesktop/XenApp.
- Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
- Some basis experience with supporting physical networking is desirable but not essential