IT Service Desk Agent

Overview

The Role & Key Responsibilities
Skills Required
What you will get in return
Additional Information

Skills Required

  • A University degree in Accountancy or equivalent/Final stages of ACCA qualification
  • An ability to work to and meet agreed deadlines
  • Ability to work under pressure
  • Competence in Excel, general IT and accounting packages
  • A minimum of 3 years’ experience in a similar role
  • Experience in audit would be ideal, but not necessary
Tab Item Content

Skills Required

  • A University degree in Accountancy or equivalent/Final stages of ACCA qualification
  • An ability to work to and meet agreed deadlines
  • Ability to work under pressure
  • Competence in Excel, general IT and accounting packages
  • A minimum of 3 years’ experience in a similar role
  • Experience in audit would be ideal, but not necessary
The tabs are working. Please, note, that you have to add a template to the library in order to be able to display it inside the tabs.

The Role:

The Service Desk Agent 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, IT Agents 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.

Key duties and 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;
  • 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 onsite support when required in Apex offices (may require travel);
  • Other duties in support of the Service Desk, as assigned by the Service Manager.

Experience and Knowledge:

  • 2-3 years’ experience in a computer related support or and 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.
  • Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365;
  • Some basis experience with supporting physical networking is desirable but not essential
  • Familiar with Citrix desktop virtualization technologies (Xenapp/Xendesktop)
  • Certification in frameworks such as  ITIL v3, ISO 27001 would be an advantage.
  • A genuinely unique opportunity to be part of an expanding large global business
  • Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly
  • Work for a fast developing and one of the world leading independent fund administrators;
  • Opportunities for professional development;
  • Competitive remuneration package including various benefits;
  • Positive and hospitable work environment;
  • Office location on communicative place at Sofia city center in modern office building.
  • A genuinely unique opportunity to be part of an expanding large global business

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependents, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit our CSR policy page.

If you are looking to take that next step in your career and are ready to work for a high performing organization, alongside talented people who take pride in delivering great results, please submit your application (with your CV, cover letter and salary’s expectations) to [email protected]

 

Share on facebook
Share on twitter
Share on linkedin

Copied!

Life At Apex

"Working here I have the space to be creative, take ownership and develop continuously. It’s a great company with a purpose, which in turn enables its people to identify with the core values and mission."

Diane Mero, Office Manager, Dubai

What we look for

We look to recruit bright, articulate and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do. Every employee plays a part in making our business what it is today and the more we grow, the more important that becomes.

 

Whatever your career path, ambition or skillset you will be joining an entrepreneurial environment and become part of a globally connected team. We don’t just want you to succeed, we want you to flourish.

About Apex Image

Get in touch with our team

Submit your query

Cookie control
This website uses cookies so that we can make your experience better. If you wish to change your cookie settings please refer to our Privacy Policy. Otherwise we will assume you’re OK to continue. Privacy Policy