Global IT Service Desk Analyst

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 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.