About Apex
Apex Group Ltd., established in Bermuda in 2003, is a global
financial services provider. With 50 offices worldwide and 5,000
employees upon the close of announced acquisitions, Apex delivers
an extensive range of services to asset managers, capital markets,
private clients and family offices. The Group has continually
improved and evolved its capabilities to offer a single-source
solution through establishing the broadest range of services in the
industry including fund services, digital onboarding and bank
accounts, depositary, custody and super ManCo services, business
services including HR and Payroll and a pioneering ESG Ratings and
Advisory service for private companies.
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 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 staggered shift of (+/- 3 hours) from core
local business hours when required by the business.
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) for incident
management;
• Manage creation, modification, and deletion of users account
management (FTP, Active Directory, file permissions) and perform
cleanup 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 support and configuration/Troubleshooting
tasks;
• Provide onsite support when required assisting the Deskside
department in Apex office;
• Other duties in support of the Service Desk, as assigned by the
Service Manager.
