Service Desk Associate

2 weeks ago

Mumbai, Maharashtra, India Ares Operations Full time ₹ 2,50,000 - ₹ 7,50,000 per year
Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values – Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy – and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

PRIMARY FUNCTIONS & ESSENTIAL RESPONSIBILITIES

  • Maintains a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
  • Manages day to day incident submissions; builds and manages his/her queue; answers support queries via phone and email for local and remote offices; responds and completes all requests by taking ownership of every task completely and in a timely and courteous manner
  • Manages onboarding and off-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications
  • Exercises problem-solving skills daily to resolve customer issues as they arrive
  • Monitors progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
  • Manage incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service
  • Ensure all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
  • Ensure the highest level of service delivery for all clients within the firm
  • Identify issues and make recommendations that will improve processes and procedures
  • Assist in strategic initiatives through brainstorming and implementation, etc
  • Augment team capabilities by introducing / deepening additional technical skillsets
  • Identifying, proposing & deploying solutions for recurring issues at the workstation level
  • Will be required to work some nights and weekends and global public holidays on a rotating shift model

QUALIFICATIONS

Education:

  • Bachelor's degree (or advanced) in business administration, Computer Science or related technical field

Experience Required:

  • 5+ years

General Requirements:

  • Experience with using ticketing systems (ServiceNow preferred)
  • Operating within an ITIL framework
  • Support within a high-volume, regulated enterprise environment (preferably finance)
  • Creating / advocating user enabling technologies
  • Technical Depth in supporting Widows 10 & common software (productivity, security) for an enterprise environment
  • Call routing / management software – Five9
  • Remote support using BeyondTrust (Bomgar) remote access appliance or similar
  • Asset management principles and software use
  • Support of the O365 suite
  • Use of System Center Configuration Manager
  • IOS/Android support
  • Minimum basic demonstrable knowledge with one at least one of the following:
  • - PowerShell scripting
  • - ServiceNow development
  • - Statistical Analysis
  • - Process design
  • - Knowledge management (KCS)
  • - VBA
  • - HTML
  • Process design, Analysis & Metrics
  • Able to understand and articulate the benefits of technical implementations sufficient to drive adoption
  • Someone who is not constrained by 'what is' but instead thinks of 'what could be'

Reporting Relationships

Manager, Service Desk

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.

  • IT Service Desk Engineer

    1 week ago

    Mumbai, Maharashtra, India Perinial Softech Pvt ltd Full time ₹ 1,92,000 - ₹ 2,40,000 per year

    Job description:Experience – 6 months to 1 year.Good-to-Have:An ITIL V4 / V3 Foundation qualification is preferable but not essentialKnowledge of ITIL Processes – Incident, Service ManagementProject management experienceKnowledge of cloud-telephony tools from reporting perspectiveResponsibilities:Analysing and evaluating software and IT systemsAnswering...

  • Bell Desk Associates

    3 days ago

    Navi Mumbai, Maharashtra, India Naukri Hospitality Jobs Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    We are looking for a highly skilled and motivated individual to join our team as a Bell Desk Associate in the hospitality industry. The ideal candidate should have 0-1 year of experience.Roles and ResponsibilityManage front desk operations, including handling guest inquiries and resolving issues professionally.Provide exceptional customer service by ensuring...

  • It Service Desk Analyst

    2 weeks ago

    Mumbai, Maharashtra, India Travelex Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

    Experience and Skillsets required:At least 3+ years of experience in IT Service Desk roleExcellent customer service skills with a high level of focus on qualityAbility to communicate in a clear and professional mannerProblem solving and analytical skills and ability to work under pressureExcellent inter-personal skills (verbal and written)Clear understanding...

  • IT Service Desk

    3 days ago

    Mumbai, Maharashtra, India Neosoft Private Limited Full time ₹ 4,60,700 per year

    Service Desk -2 yrsLower parelJob Type: Full-timePay: ₹10, ₹38,225.39 per month

  • Service Desk Engineer

    2 weeks ago

    Navi Mumbai, Maharashtra, India Intertec Softwares Pvt Ltd Full time ₹ 2,50,000 - ₹ 7,50,000 per year

    Job Title : Service Desk EngineerExperience : 3 to 5 yearsCertification : ITIL Foundation, MCSE, CCNA, CompTIA A+, CompTIA N+, Azure or any Cloud/Technology related certificatesResponsibilities :Serve as the first line of support for end-user technical issues via phone, email, or ticketing system. Troubleshoot and resolve issues related to Office 365...

  • Service Desk Manager

    2 weeks ago

    Mumbai, Maharashtra, India Burns & McDonnell Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    DescriptionTeam Leadership & People ManagementManage the India-based CX team's day-to-day operations, including developers, solution specialists, and service desk team.Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning.Oversee workload distribution, career development, and performance...

  • Service Desk Analyst L0

    7 days ago

    Mumbai, Maharashtra, India Wipro Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Job DescriptionJob Title: Service Desk Analyst L0Req Id: 105840City: MumbaiState/Province: MaharashtraPosting Start Date: 10/27/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our...

  • Customer Service Associate

    2 weeks ago

    Mumbai, Maharashtra, India Talent Hunters Usa Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    A logistics company in Chicago, USA is looking for Customer Service Associate. The Customer Service Associate will be instrumental in customer retention by addressing concerns and product issues, and by communicating in a professional, positive manner. You will apply your multitasking skills by listening and speaking to customers, navigating computers, and...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India Pluxee Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Permanent RegularJob Description:Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000...

  • Service Desk Analyst

    1 week ago

    Mumbai, Maharashtra, India Pluxee Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Permanent RegularJob Description:Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.Powered by leading technology and more than 5,000...