Associate, Service Desk (Mumbai)

Over the last 20 years, Ares success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work workplace where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry._ Job Description Primary functions and essential responsibilities - Day to day management and coverage of technical support for all Ares employees and users - Maintain a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles - Function as the single point of contact for the client and coordinates across entire Technology team to obtain necessary approvals from business groups in order to fulfill requests - Augment team capabilities by introducing / deepening additional technical skillsets - Identify issues, design solutions and make recommendations that will improve internal processes and procedures - Exercise problem-solving skills daily to resolve customer issues as they arise - Monitor and progress tasks and/or incident resolutions while determining escalation points and criticality of requests - Manage incident resolution activities by identifying, troubleshooting, and resolving failures that prevent a user from employing an existing IT service - Ensure and/or create required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems - Manage customer relationships with technology, ensuring that long-standing issues are addressed and/or escalated appropriately - Ensure the highest level of service delivery for all clients withi .