Service Desk Analyst

2 days ago

Mumbai, Maharashtra, India Apex Group Full time US$ 40,000 - US$ 80,000 per year

Key duties and responsibilities

  • Serve as the single point of contact for end User ICT requests and support issues.
  • 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) forincident management.
  • Manage creation, modification, and deletion of users account management (FTP, Active Directory, file permissions) andperform clean-up projects of user profiles, files, email accounts.
  • Supporting application such as Microsoft Lync/Skype for Business, conferencing tools such as GoToMeeting, Microsoft Outlook and email archiving tools.
  • 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 basic PC installations and configuration tasks.
  • 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, TLs.

Experience and skills

  • 2-3 years experience in a computer related support or and IT operational environment.
  • A recognised third level qualification in a computer related discipline.
  • One or more recognised industry certification in PC, Network and Server support (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 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;
  • Maintain adequate knowledge of operating systems and application software in use in Apex.
  • 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, Azure, AWS.
  • Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
  • Good Experience in active directory, User Management.
  • Customer support experience in Global Service Desk on call.
  • Some basis experience with supporting physical networking is desirable but not essential.

  • Experience with Ticket Tool, Fresh Service , Service Now (SNOW).

  • 24/7 Work.

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