IT Service Desk Agent
София
длъжност на пълно работно време

IT Service Desk Agent

София длъжност на пълно работно време

За нас

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.

Отговорности

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.

Изисквания и необходими умения

Experience and skills:

• 2-3 years of experience in a computer related support or and IT operational environment;
• A recognized third level qualification in a computer related discipline;
• One or more recognized 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;
• Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365;
• Some basis experience with supporting physical networking is desirable but not essential.

Ние Ви предлагаме

What you will get in return:
• A genuinely unique opportunity to be part of an expanding large global business;
• Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly;
• Work for a fast developing and one of the world leading independent fund administrators;
• Opportunities for professional development;
• Competitive remuneration package including various benefits;
• Positive and hospitable work environment;
• Office location on communicative place at Sofia city center in modern office building.

Additional information:

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.
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