Global Service Desk Analyst

Role Overview: As a member of the Apex Group, you will play a crucial role in serving as the single point of contact for end User ICT requests and support issues. Your responsibility will include responding to IT requests from all emails, portal, and telephone within the agreed targets, logging and assigning all IT requests accurately in the Apex IT ticketing system, and performing troubleshooting and initial diagnostics of assigned IT tickets. Additionally, you will be involved in managing the creation, modification, and deletion of users account management and providing support for various applications. Key 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. - Assign tickets to the relevant team member or external IT suppliers when required 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 and perform clean-up projects of user profiles, files, email accounts. - Support 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). - Perform other duties in support of the Service Desk, as assigned by the Service Manager or Team Leaders. Qualifications Required: - 2-3 years of experience in a computer-related support or an 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, 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 basic experience with supporting physical networking is desirable but not essential. - Experience with Ticket Tool, Fresh Service, Service Now (SNOW). - Ability to work in a 24/7 environment. Additional Details: The Apex Group is committed to empowering its employees by supercharging their unique skills and experiences. They offer the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. With a global presence and a focus on client satisfaction, Apex Group values hard-working individuals who are passionate about their careers. Please note that unsolicited CVs sent to Apex by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and engages directly with exclusive recruitment partners when agency assistance is required. Role Overview: As a member of the Apex Group, you will play a crucial role in serving as the single point of contact for end User ICT requests and support issues. Your responsibility will include responding to IT requests from all emails, portal, and telephone within the agreed targets, logging and assigning all IT requests accurately in the Apex IT ticketing system, and performing troubleshooting and initial diagnostics of assigned IT tickets. Additionally, you will be involved in managing the creation, modification, and deletion of users account management and providing support for various applications. Key Responsibilities: - Serve as the single point of contact for end User ICT requests and support issues. - Respond to IT requests fr