Apex Group Hiring for Global IT Service Desk Agent

Apex Group Hiring : Apex Groups is looking for the position of Global IT Service Desk Agent. Job Alert for Freshers in India. Any Bachelor degree holder with prior work experience can apply for this position. Interested Candidates can apply for this Position by online using the below links. Eligibility Criteria is Mentioned below :–

Job Details

About Company (Apex Group)

Apex Group Ltd., established in Bermuda in 2003, is a global financial services provider. With offices in over 50 countries worldwide and 12,000 employees upon the close of announced acquisitions, Apex delivers an extensive range of services to asset managers, capital markets, private clients and family offices.

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Job Description (Apex Group Hiring)

The Service Desk Agent is the first point of contact for the users who interact with the Apex Group IT Service Desk covering desktop, telephony, networking and Business applications. While providing a high level of customer interaction, IT Agents are responsible to resolve level 1 IT requests in a timely fashion and escalate Level 2 & 3 IT requests to the appropriate support and resolver groups. The Service Desk agent must have a good balance of basic technical skills, and customer facing skills. The role will report to the IT Service Desk Manager. The IT service Desk agent will be required to work on rotational shift (24*7 Support) as per business Requirements .

Roles & Responsibility

• 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) for 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.

Education (Apex Group Hiring)

• 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);

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