Global Service Desk Analyst - JML

• Co-ordinate the on-boarding of all new hires interfacing with HR, Hiring managers, local IT, Internal and external resolver groups.
• Compete Day 1 surveys with the new hires to provide feedback on their experience.
• Monitor the end-to-end process and recommend areas for improvement as part of continual improvement.
• Serve as the single point of contact for End User / Hiring manager / HR on each Joiner, Mover and Leaver.
• Prepare Reports on the end user experience and key metrics for Senior management.
• Tracking of Joiner/ leavers request to ensure they are complete on time and in line with the SLA/KPI’s.
• 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 service request and 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 Office productivity applications such as Outlook/Teams and other Apex systems
• Highlight and report all major IT issues and risks to Service Manager in a timely manner.
• Research, test and investigate solutions to improve efficiencies and satisfy user requests.
• Provide on-site support when required in Apex offices (may require travel).
• Other duties in support of the Service Desk, as assigned by Team leads or the Service Desk Manager.

• 2–3 years of experience working in a Global IT Service Desk environment, specifically in user onboarding and offboarding or within a broader IT operations/support function.
• A recognized third-level qualification in a computer-related discipline (e.g., Information Technology, Computer Science, or related field).
• Proficiency in using IT Service Management (ITSM) tools; experience with ServiceNow is highly advantageous.
• Strong written and verbal communication skills in English.
• Demonstrated experience in documenting, maintaining, and improving Standard Operating Procedures (SOPs) and other process documentation.
• A strong customer service orientation and commitment to punctuality and professionalism.
• Excellent interpersonal skills, including active listening and effective questioning techniques.
• Solid problem-solving abilities with the capacity to work independently and take initiative.
• Basic understanding of Workday or similar HR systems.
• Experience managing and supporting on-premises Active Directory as well as Azure Active Directory / Entra ID.
• Familiarity with Microsoft 365 Admin Center and Microsoft Intune Admin Center.
• Experience in managing and supporting Bring Your Own Device (BYOD) configurations.
• Good working knowledge of current operating systems and application software used within a corporate environment.
• Familiarity with, or willingness to learn, the fundamental principles of ITIL Service Management.
• Hands-on experience configuring and supporting Windows desktop operating systems (Windows 10 and 11).
• Exposure to virtual desktop environments, particularly Citrix XenDesktop/XenApp and Windows 365 Cloud PC, is desirable.
• Experience managing multi-factor authentication tools, such as Microsoft Authenticator and DUO.
• Proficiency in configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
• Basic knowledge of physical networking support is a plus, though not essential.

Apex Group