APEX IS HIRING FOR GLOBAL IT SERVICE DESK AGENT

Position: Global IT Service Desk Agent (24*7 Support)

Location: Kolkata, India

Description:

The IT Service Desk Agent plays a crucial role as the initial point of contact for users engaging with the Apex Group IT Service Desk. This encompasses desktop, telephony, networking, and business applications support. With a strong emphasis on customer interaction, IT Agents are tasked with resolving level 1 IT requests promptly while efficiently escalating level 2 & 3 requests to the appropriate support groups. The role necessitates a balance between fundamental technical skills and customer-facing abilities. Reporting to the IT Service Desk Manager, this role requires rotational shift work to provide round-the-clock (247365) support as per business requirements.

Key Duties and Responsibilities:

1. Act as the primary point of contact for end-user ICT requests and support issues.
2. Respond promptly to IT requests from various channels like emails, portals, and telephone within agreed targets.
3. Accurately log and assign all IT requests and work requests in the Apex IT ticketing system.
4. Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end-user devices using remote access tools.
5. When necessary, assign tickets to relevant team members or external IT suppliers and maintain communication until resolution.
6. Provide clear and timely communication to users, keeping them informed of IT request progress.
7. Adhere to standard operating procedures (SOPs) for incident management.
8. Manage user account lifecycle (creation, modification, deletion) and undertake clean-up projects of user profiles, files, and email accounts.
9. Support various applications such as Microsoft Lync/Skype for Business, conferencing tools like GoToMeeting, and email archiving tools.
10. Highlight and report major IT issues and risks to the Service Manager promptly.
11. Research, test, and implement new systems to enhance efficiencies and address user requests.
12. Perform basic PC installations and configuration tasks.
13. Provide on-site support at Apex offices when required, which may involve travel.
14. Undertake other duties in support of the Service Desk as assigned by the Service Manager or Team Leaders.

Experience and Skills:

1. 2-3 years of experience in computer-related support, application support, Windows and cloud environments, or IT operational environments.
2. A recognized third-level qualification in a computer-related discipline.
3. One or more recognized industry certifications in PC, Network, and Server support (e.g., CompTIA A+, Server+, Network+, MCP in Windows 7/8/10).
4. Proficient in written and verbal English communication.
5. Experience with documentation and improving SOPs and other process documents.
6. Strong customer focus and excellent time management skills.
7. Good interpersonal skills, with a focus on listening and questioning.
8. Strong problem-solving abilities and the capacity to work under own initiative.
9. Maintain adequate knowledge of operating systems and application software used in Apex.
10. Familiarity with or willingness to learn the fundamental principles of ITIL Service Management.
11. Experience with configuring and supporting Windows Desktop (7, 8, 10, 11), Microsoft Office 2013/2016/Office 365/Windows 365.
12. Experience in active directory and Azure Active Directory user management.
13. Customer support experience in a global service desk environment through on-call, chat, and remote support.
14. Basic experience with supporting physical networking is desirable but not essential.
15. Familiarity with Ticket Tool, ServiceNow (SNOW).

Apply Now: Apex Group IT Service Desk Agent (24*7 Support)