1547 Service Desk Jobs - Page 4

Job Description Form Position :IT -Global Service Desk Location : Pune GENERAL DESCRIPTION Answering tickets from internal users logged via ITSM tool and telephone with regards to the issue or request they have raised. Ensure incidents and requests are accurately categorized, logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLAs, provision of timely communications and maintenance of ownership until closure. Collaboration with various teams & stakeholders. Identify service improvement opportunities along with the leads. Further development and maintenance of existing knowledge database. Participates in assigned projects. Flexible working on weekend, which would be on rotational basis within the team. Thinking out of the box solutions for issues raised by the customer. ITIL3/4 foundation certificate is good to have Passion to learn new concepts, technologies and processes WORK EXPERIENCE REQUIREMENTS Must be Fluent written and spoken German (minimum B2) and English. Should be a Graduate or equivalent degree. Minimum 3 years proven experience in a service desk / customer service role Good troubleshooting skills in M365 office apps, Microsoft Windows, internet browsers, PCs, laptops, basic networking, and active directory Knowledge of BMC helix ticketing tool system Excellent communication skills Customer focused and results oriented. Ability to work alone or as a member of a team. Readiness to work on shift working pattern and weekend basis. Responsible and organized. Logical thinker Passion to learn new concepts, technologies, and processes.

Job Title: Service Desk Analyst Role Overview: The Service Desk Analyst serves as the first point of contact for end users seeking technical assistance. This role involves answering incoming calls professionally, logging incidents and service requests, troubleshooting basic IT issues, and ensuring timely resolution or escalation when necessary. The analyst plays a critical role in maintaining high levels of customer satisfaction and service quality. Key Responsibilities: Respond to incoming support calls and document user requests accurately in the incident tracking system. Provide first-level support for issues related to: Personal computing hardware Microsoft Windows and Office products Various desktop and client access applications Business and clinical software tools Troubleshoot and resolve user-reported incidents efficiently within the scope of access and experience. Minimize unnecessary escalations by collaborating with internal support teams and applying known solutions. Escalate unresolved incidents with complete and accurate documentation to the appropriate Level 2 or Level 3 support teams. Participate in setting and achieving performance goals in alignment with Service Desk metrics and SLAs. Support continuous improvement by providing guidance to peers and helping standardize troubleshooting procedures. Document troubleshooting steps, known issues, and resolutions to enhance team knowledge and onboarding processes. Contribute to department projects and initiatives as assigned by leadership. Maintain service quality and adhere to deadlines. Out of Scope Responsibilities: The following tasks fall outside the scope of this role and will be managed by Froedtert or relevant vendors: Level 2 and Level 3 technical support Code-level enhancements, software development, or defect fixes Hardware break/fix services and device backups Installation or deployment of production servers Changes or updates to external systems Support for Epic application or account-related inquiries Role: System Administrator / Engineer Industry Type: IT Services & Consulting Department: Engineering - Hardware & Networks Employment Type: Full Time, Permanent Role Category: IT Network Education UG: Any Graduate PG: Any Postgraduate

The candidate should have the technical acumen for L1 support Engineer. The candidate should have good communication skills. The candidate should not have any MTI Role: Software Development - Other Industry Type: IT Services & Consulting Department: Engineering - Software & QA Employment Type: Full Time, Permanent Role Category: Software Development Education UG: Any Graduate

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end usersmachine if required while troubleshooting 6. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOPs 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end usersmachine if required while troubleshooting 6. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOPs 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking

Required Skills Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications Education Qualification : Diploma Certification Mandatory / Desirable : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end usersmachine if required while troubleshooting 6. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOPs 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking

Role Responsibilities: Handle incoming calls, emails, and chat from users Record, classify, and prioritize tickets for resolution Provide initial support and troubleshooting based on Knowledge Base Escalate unresolved issues and route requests to appropriate support groups Job Requirements: Any graduate (Engineering/Science) Basic troubleshooting on various Windows OS versions Ability to support users with business applications Remote troubleshooting and system management skills

As an On-Site Support Engineer at Astellas Pharma Inc., you will play a crucial role in providing comprehensive technology support and services at the Bengaluru site. Your responsibilities will include installation, maintenance, troubleshooting, and repair of hardware and software to ensure optimal performance of IT infrastructure and systems. By delivering exceptional customer service, you will address technical issues efficiently and effectively. Your essential job responsibilities will involve timely and effective technical support for hardware, software, and networking issues. You will perform routine maintenance, upgrades, and installations of various IT systems and peripherals. Diagnosing and resolving technical issues, conducting hardware repairs and replacements, and utilizing diagnostic tools to address system faults will be key aspects of your role. In addition to technical tasks, you will provide exceptional customer service by promptly and professionally addressing clients" technology concerns. Effective communication with clients to understand their needs, training end-users on technology usage and best practices, and maintaining accurate records of all onsite activities will be vital components of your job. Ensuring compliance with company policies, industry standards, and regulatory requirements, as well as implementing security protocols to protect client data and IT infrastructure will be crucial. Staying current with emerging technologies, participating in training opportunities, and contributing to process improvements will be expected. Collaboration with counterparts within and between sites, other support teams, and remote teams to share knowledge and provide the best service will be essential. To qualify for this role, you should have a Bachelor's degree in Computer Science, Information Technology, or a related field, with at least 3 years of experience in a technical support role. Strong knowledge of computer hardware, software, networking, operating systems, and proficiency in troubleshooting and repair is required. Excellent customer service, communication skills, and the ability to work independently and manage multiple tasks effectively are necessary. Fluency in written and verbal business English, some knowledge of pharmaceutical business, IT Service Management, and experience across multiple cultures are preferred. Certifications such as CompTIA A+, Network+, Microsoft Certified, familiarity with Microsoft products, ITIL, Agile, and ServiceNow ITSM are advantageous. The working environment at Astellas Global Capability Centres offers a hybrid working solution, promoting work/life balance and productivity. Your role as an On-Site Support Engineer will contribute to the company's strategic priorities, sustainable growth, and commitment to delivering value to patients. Astellas is an equal opportunity employer, inclusive of all individuals, including those with disabilities and protected veterans.,

Role Information Quality Analyst Service Desk Role Designation Quality Analyst Position Summary • Conduct process audits, deploy designed processes, analyze and report performance on quality • Support and implement de-risking plans for the process • Share and document best practices • Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery • Monitor transactions and calls for compliance and highlight any failures to the team concerned • Provide feedback to the agents, based on the findings of the monitoring • Participate in calibration processes with clients Required skill set Technical Skills - • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. • Awareness of the concepts of computer and mobile hardware (Specific to L1) • Ability/having experience on reporting including on tools like Avaya/Cisco • Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment • Experienced in process excellence, operational excellence and transactional quality • Willingness to work on multiple projects and also periodically set and achieve stretch goals General Skills - • Exceptional verbal and written communications • Strong decision making and analytical ability • Able to negotiate, good presentation skills and Client Interfacing Job duties and responsibilities • Collect, collate and analyze performance data on quality • Conduct process audits, identify gaps in execution process steps, and provide feedback to agents / TLs • Highlight key areas of improvement and prepare action plans specific to each area • Create huddle packs based on the RCAs completed • Create and implement sampling plan, conduct calibration session and feedback session • Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances • Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement • Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations • Report and track implementation of corrective actions to ensure process continuity and stability • Ensure the knowledge data base is up to date and conduct regular floor audits to measure awareness • Focus on adherence to compliance in transaction monitoring and highlight failures to stake holders • Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs Education and other requirement • Graduate with Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor • Willingness to work in rotational shifts # IMMEDIATE JOINERS PREFERED OR NOTICE WITH MAX OF 30 DAYS . KINDLY MAIL CV - AND WRITE ON SUBJECT -- QA- PUNE - SERVICE DESK

Hiring for Leading ITES Company In Gurgaon and Pune for Technical Support Key Highlights: 1: Experienced with minimum 1 year exp in Technical Support on Paper (Mandate) 2: 24x7 Shifts 3: 5 Days Working 4: Both Side Cabs 5: Excellent Communication Skills 6: Immediate Joiners Preferred 7: Knowledge of LAN, MAN, Windows Troubleshooting, Networking etc A Technical Support job description typically involves diagnosing, troubleshooting, and resolving technical issues related to computer hardware, software, and networks AD , DNS , DHCP ,365 (Aware of these Things) Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs! Key Responsibilities: Troubleshooting and Problem Solving: Diagnosing and resolving hardware and software issues, either remotely or in person. User Support: Providing technical assistance to users, answering questions, and guiding them through problem resolution. System Maintenance and Monitoring: Ensuring computer systems and networks are running efficiently and effectively. Installation and Configuration: Setting up new systems, installing software and hardware, and configuring user accounts. Documentation and Record Keeping: Maintaining records of issues, solutions, and system configurations. Collaboration: Working with other IT teams and external vendors to resolve complex issues. Customer Service: Providing excellent customer service, ensuring user satisfaction, and building positive relationships.

Job description NOTE - NOTICE PERIOD OF MORE THAN A WEEK WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY AD, DNS , DHCP LOOKING ONLY FOR IMMEDIATE JOINERS 1 Yr of Tech Support With International BPO On Papers (Mandate) Roles and Responsibilities Provide technical support to customers via phone, email, or chat for server and cloud-related issues. Troubleshoot hardware and software problems using various tools such as TSE Process, Network Troubleshooting, and Network Support. EPS (Server support) operates on callback model where the cases are created for the customers and the engineers talk to the customers. Troubleshooting on 2003,2008, 2008r2, SCCM, SCMON, Win XP, Vista, Win7, Win10, Win11Exchange 2007, IIS, ISA. Desired Candidate Profile 1-6 years of experience in a similar role providing technical support for servers and clouds. Proficiency in networking concepts including troubleshooting techniques. Ability to work effectively in a fast-paced environment with multiple priorities. Strong Problem Solving and Troubleshooting Skills & thinks logically. Understanding of Active Directory, DNS, DHCP, System Set up, System Performance and Domain Environment, Boot Process (Backup Process, Types Of Backup, Hyper-V Type 1 & Type 2 , Storage, Server Support . Exp / Knowledge on Microsoft OS Platforms. Candidate should be comfortable to work in 24*7 shifts. Requirements: Graduate / UG (any stream) Excellent communication skills in English (both verbal and written) Basic understanding of technical concepts (networking, OS, hardware/software) Willingness to work in rotational shifts and on rotational offs 1 year of tech support experience with International BPO (Mandate) Perks and Benefits Top Most MNC in Gurgaon and Pune. Excellent client incentives. Cab facility. Competitive salary (3 LPA 8.5 LPA based on experience and performance) Opportunity to work in a fast-paced, international work environment Career growth and upskilling opportunities Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Role- Quality Analyst Location- Pune Experience- 2 Years Immediate Joiners only Skills- BPO International voice experience only Quality analyst on papers is must Call auditing, QC tools Contact- 7742324144

Responsibilities and Duties: Responsible for providing level 1 or level 2 desk technical support Maintain Service Desk SLAs and quality standards established by Global Integreon. Responsible for installing, testing, updating, maintaining or repairing computer software, hardware and other systems as required for Integreon products. Responsible for developing and maintaining computer information resource (Asset inventory). Good Knowledge of MS outlook 2013,2016 & Office365 and Microsoft Teams, Active Directory Management Sound Knowledge of Citrix, VM would be an added advantage (Optional). Functional Skills: Excellent communication and documentation skills. Candidate must have the ability to multi-task and oversee multiple projects at any given time, as well as perform accurately under time pressures and constraints. This position will also need to maintain confidential information and work in a fast-paced, dynamic and creative organization. Preferred candidate profile Any Graduate (Graduation in Information Technology is an added advantage) Should have 3+ years of work experience in desktop support (level 1 and 2) supporting global users. Shift Timing: Should be comfortable in working 24x7 environment, including weekends.

Ready to build the future with AI? At Genpact, we dont just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Process Associate - Service Desk L1 This role entails providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. They serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation. Responsibilities Assist end users through chat sessions, addressing their queries and concerns promptly. Update and maintain the log notes in the ticketing tool to provide a comprehensive history of customer interactions. Actively resolve tickets by selecting appropriate resolution categories in the ticketing tool. Actively troubleshoot hardware, operating system (OS), standard office suite, and browser-related issues. Provide hardware support for desktops, laptops, and mobile phones, offering first-level assistance for printers. Actively troubleshoot applications and demonstrate foundational proficiency in diagnosing and resolving issues related to mobile devices. Qualifications we seek in you! Minimum Qualifications Graduate in any stream Utilize soft skills such as active listening, demonstrating empathy, and showing courtesy to enhance customer interactions and support experiences. Ability to speak to a non-technical audience about technical problems Efficiently multitasks to handle multiple customer inquiries and technical issues simultaneously. Preferred Qualifications/ Skills Good communication skills Demonstrate proficiency in the following technical skills: PC/Laptop Basic Networking Chrome, Edge & Mozilla Firefox Operating systems MS Office 2016 Why join Genpact? Lead AI-first transformation – Build and scale AI solutions that redefine industries Make an impact – Drive change for global enterprises and solve business challenges that matter Accelerate your career —Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Ready to build the future with AI? At Genpact, we dont just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Technical Associate - Service Desk L1 This role entails providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. They serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation. Responsibilities Assist end users through chat sessions, addressing their queries and concerns promptly. Update and maintain the log notes in the ticketing tool to provide a comprehensive history of customer interactions. Actively resolve tickets by selecting appropriate resolution categories in the ticketing tool. Actively troubleshoot hardware, operating system (OS), standard office suite, and browser-related issues. Provide hardware support for desktops, laptops, and mobile phones, offering first-level assistance for printers. Actively troubleshoot applications and demonstrate foundational proficiency in diagnosing and resolving issues related to mobile devices. Qualifications we seek in you! Minimum Qualifications Graduate in any stream Utilize soft skills such as active listening, demonstrating empathy, and showing courtesy to enhance customer interactions and support experiences. Ability to speak to a non-technical audience about technical problems Efficiently multitasks to handle multiple customer inquiries and technical issues simultaneously. Preferred Qualifications/ Skills Good communication skills Demonstrate proficiency in the following technical skills: PC/Laptop Basic Networking Chrome, Edge & Mozilla Firefox Operating systems MS Office 2016 Why join Genpact? Lead AI-first transformation – Build and scale AI solutions that redefine industries Make an impact – Drive change for global enterprises and solve business challenges that matter Accelerate your career —Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Technical troubleshooting & support for electronics, strong knowledge of computer, mobile devices, and tech products. Ability to diagnose & solve the basis technical issues. •Excellent English & Hindi if interested pls call Priya 8081073001

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you JD DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you Service Delivery Management Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA) Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate Own the Major Incident Management Process and align all stakeholders as appropriate to drive the resolution to SLA keeping all stakeholders informed of progress through regular communications during the lifecycle of the service event Manage the service desk tool (s), enhance and innovate where appropriate; Deliver the service in line with the project budget; Maintain, monitor and improve services; Liaison to customer for escalations and service quality; Identify project risks and issues, maintain risk register, and issues logs; Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery. Operations Management Overall responsibility for the IT operations and daily maintenance duties; Ensure that all operational procedures are executed; Responsibility for the testing and monitoring of all DR procedures. Reporting Ensure customer satisfaction levels are maintained; Focus on internal OLAs and interdepartmental reports Report on KPIs and SLA achievements, on daily, weekly, and monthly intervals where appropriate; Major incident reporting; Provide input/analysis on Staff Performance Maintain & monitor customer satisfaction levels; Present monthly service reviews to CIO; Responsible for Customer Satisfaction (CSAT) survey; Change/Problem Management Coordinate activities for Change and Problem Management; Ensure tools updated with relevant information; Control workflow of problems and changes; Vendor Management Management of local and global suppliers; Develop and maintain professional / trustworthy relationships with vendors; Negotiate pricing and contract reductions where appropriate; Complete vendor assessment forms; Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections. Compliance Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc); Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc); Own processes and ensure customer requirements are met (Infosec, compliance, etc). Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project; Support client audits with documentation and audit responses in relation to IT questions. Competencies/Experience 3rd Level Degree in IT Discipline or similar; 3+ years in a management/leadership role delivering service against SLAs or agreed targets; Strong leadership and influencing capabilities; Good presentation skills and Communication skills; Good documentation skills; PM certification desirable; Experience with OLAs, managing internal customers. Experience in working with business auditors and the associated documentation Experience with managing vendors, and budgets Experience leading an IT team either in Supervisor, Team Lead or Manager role; ITIL Certified v3 with experience in an ITIL environment, Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required. DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Skill required: Order to Cash - Service Desk Designation: Order to Cash Operations Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.Optimizing working capital, providing real-time visibility and end-to-end management of revenue and cash flow, and streamlining billing processes. This team over looks the entire processes that starts from customers inquiry, sales order to delivery and invoicing. The Cash Application Processing team focuses on solving queries related to cash applications and coordination with the customers. The role requires a good understanding of cash applications, the process of applying unapplied cash, reconciliation of suspense account in cash application, and process them from payment receipt to finalization.A primary IT function within the discipline of IT service management (ITSM). It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, and also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service, while Customer refers to the entity that is paying for service. What are we looking for Looking for someone good at O2C PowerBI Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Chat - Service Desk Non-Voice Support Designation: Customer Contact Comms Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for Responsible for assisting agents in providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities Maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact Sharing expertise with agents via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance and processes. Handle and investigate customer complaints/escalations, identify and raise process gaps and improvements.Assist agents with customer request/problem identification, resolution, and escalations. Provides and follows defined procedures to accurately resolve issues/concerns. Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention. Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, and processes. Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead. Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.Customer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Commitment to qualityAbility to work well in a teamAdaptable and flexibleWritten and verbal communication Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Adaptable and flexibleWritten and verbal communicationAbility to meet deadlinesCollaboration and interpersonal skillsCommitment to quality Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Quality Management, Quality Management Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure smooth operations, and applying your product knowledge to resolve issues effectively. You will be dedicated to maintaining high-quality standards and ensuring that our systems function optimally, contributing to an exceptional client experience. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of quality management processes to enhance service delivery.- Provide training and support to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Quality Management.- Strong analytical skills to assess service quality and identify areas for improvement.- Experience in developing and implementing quality assurance processes.- Ability to communicate effectively with clients and team members to ensure clarity and understanding.- Familiarity with service desk tools and technologies to enhance operational efficiency. Additional Information:- The candidate should have minimum 2 years of experience in Service Desk Quality Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Adaptable and flexibleCollaboration and interpersonal skillsWritten and verbal communicationAbility to meet deadlinesAbility to establish strong client relationship Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Broadcasting Media Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic environment where you will resolve incidents and problems across various business system components. Your typical day will involve ensuring operational stability, collaborating with vendors, and contributing to the creation and implementation of Requests for Change. You will also update knowledge base articles to enhance troubleshooting effectiveness, making a significant impact on the overall service management process. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and maintenance of operational documentation to ensure clarity and consistency.- Engage in continuous learning to stay updated with industry trends and best practices. Professional & Technical Skills: - Must To Have Skills: Proficiency in Broadcasting Media.- Strong analytical skills to troubleshoot and resolve technical issues effectively.- Experience with incident management systems and service desk tools.- Ability to collaborate with cross-functional teams to enhance service delivery.- Familiarity with change management processes and best practices. Additional Information:- The candidate should have minimum 2 years of experience in Broadcasting Media.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education