Junior Service Desk Engineer

Position: Junior Service Desk Engineer

Number of positions: 5

Location Bangalore

Shift: rotational

Qualification: any

Experience: 1 to 3 years

The Role:

The Service Desk 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, the Service Desk 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 are also responsible for the setup of users accounts for all new hires ensuring that the new hire is setup and operational on Day1.Working as part of the wider Service desk team, the JML Team are responsible for the end-to-end management of the onboarding process.

The JML Team are responsible for ensuring the new hire has a positive experience on joining Apex and has been provided with the equipment and access to fulfil their role. The JML team will be responsible for co- ordinating the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.

The Service Desk agent (JML Team) must have a good balance of business process, basic technical skills, and customer facing skills and report preparation related to daily starters/ leavers/ Movers and daily pending tickets and backlogs. 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:

• Co-ordinate the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.
• Monitor the end-to-end process and recommend areas for improvement as part of continual improvement.
• Serve as the single point of contact for End User / Hiring manager / HR on each Starter, Mover and Leaver.
• Tracking of starter/ leavers request to ensure they are complete on time and in line with the SLA/KPIs.
• 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 service request and 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 Office productivity applications such as Outlook/Teams and other Apex systems
• Highlight and report all major IT issues and risks to Service Manager in a timely manner.
• Research, test and investigate solutions to improve efficiencies and satisfy user requests.
• Other duties in support of the Service Desk, as assigned by Team leads or the Service Desk Manager.

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.
• Experience in ticketing tool, Service Now would be advantage.
• Good written and communication skills in English.
• Experience with documentation and improving SOPs and other process documents.
• Good customer focus, and excellent timekeeping is a key requirement of the role.
• Good inter-personal skills, with a focus on listening and questioning skills.
• Good problem-solving abilities and an ability to work on their 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, 11).
• Experience in virtual desktop environment desirable, particularly W365, MFA (MS authenticator/ DUO)
• Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
• Basic experience with supporting physical networking is desirable but not essential.