Global Service Desk Analyst

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

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 / Hiring manager / HR on each Joiner, Mover and Leaver.
• Prepare Reports on the end user experience and key metrics for Senior management.
• Tracking of Joiner/ leavers request to ensure they are complete on time and in line with the SLA/KPI's.
• Respond to IT requests from all emails, portal, and telephone within the agreed targets.
• 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.
• Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) and perform clean-up projects of user profiles, files, email accounts.
• Supporting Office productivity applications such as Outlook/Teams and other Apex systems
• Highlight and report all major IT issues and risks to Service Manager in a timely manner.
• Research, test and investigate solutions 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 Team leads or the Service Desk Manager.

Experience and skills:

• 2–3 years of experience working in a Global IT Service Desk environment, specifically in user onboarding and offboarding or within a broader IT operations/support function.
• A recognized third-level qualification in a computer-related discipline (e.g., Information Technology, Computer Science, or related field).
• Proficiency in using IT Service Management (ITSM) tools; experience with ServiceNow is highly advantageous.
• Strong written and verbal communication skills in English.
• Demonstrated experience in documenting, maintaining, and improving Standard Operating Procedures (SOPs) and other process documentation.
• A strong customer service orientation and commitment to punctuality and professionalism.
• Excellent interpersonal skills, including active listening and effective questioning techniques.
• Solid problem-solving abilities with the capacity to work independently and take initiative.
• Basic understanding of Workday or similar HR systems.
• Experience managing and supporting on-premises Active Directory as well as Azure Active Directory / Entra ID.
• Familiarity with Microsoft 365 Admin Center and Microsoft Intune Admin Center.
• Experience in managing and supporting Bring Your Own Device (BYOD) configurations.
• Good working knowledge of current operating systems and application software used within a corporate environment.
• Familiarity with, or willingness to learn, the fundamental principles of ITIL Service Management.
• Hands-on experience configuring and supporting Windows desktop operating systems (Windows 10 and 11).
• Exposure to virtual desktop environments, particularly Citrix XenDesktop/XenApp and Windows 365 Cloud PC, is desirable.
• Experience managing multi-factor authentication tools, such as Microsoft Authenticator and DUO.
• Proficiency in configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
• Basic knowledge of physical networking support is a plus, though not essential.

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.