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115 Apex Group Jobs
Service Desk Analyst
Apex Group
posted 9d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- 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.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Desk Analyst roles with real interview advice
What people at Apex Group are saying
Service Desk Analyst salary at Apex Group
reported by
1
employee
with 4
years exp.
₹4.5
L/yr - ₹5.8
L/yr
18%
more
than the average Service Desk Analyst Salary in India
View more details
What Apex Group employees are saying about work life
based on 873 employees
Strict timing
Monday to Friday
No travel
Day Shift
Apex Group Benefits
Submitted by Company
Personal Development Training and Seminars Employee Assistance Programmes Local Benefit Schemes- Gym Membership or Cycle to Work Initiatives Mental Health Workshops Thrive- employee recognition platform
Submitted by Employees
Work From Home 
Health Insurance 
Job Training 
Free Transport 
International Relocation 
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