IT Service Desk Agent


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
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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
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Department: IT

Employment Type: Full Time Permanent

Role & Key Responsibilities:

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. The Service Desk agent must have a good balance of basic technical skills, and customer facing skills.  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

  • 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.


  • 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.
  • 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
  • A high level of visibility within a large organisation on an upwards trajectory
  • The ability to define marketing processes to drive innovation and have a tangible impact on the business
  • Be part of a dynamic and fast-paced team that makes a genuine impact on revenue and sales pipeline.
  • Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly.
  • Opportunity to work with a diverse, agile and global marketing team.
  • The opportunity to innovate, bring discipline to brand activity and really make a difference.

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 dependants, 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 organisation, alongside talented people who take pride in delivering great results, please submit your application (with your CV, cover letter and salary’s expectations) to our dedicated email address: [email protected]


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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.

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