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Ares Management
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Service Desk Associate

Service Desk Associate

Ares Management

20 years

5 - 7 Lacs

mumbai

Posted:8 hours ago| Platform: GlassDoor logo

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Skills Required

service collaborative recruitment development programming support management onboarding technology resolve escalation troubleshooting software documentation servicenow itil security routing configuration android powershell design analysis drive reporting

Work Mode

Remote

Job Type

Part Time

Job Description

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 environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry.

Job Description

PRIMARY FUNCTIONS & ESSENTIAL RESPONSIBILITIES

Maintains a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
Manages day to day incident submissions; builds and manages his/her queue; answers support queries via phone and email for local and remote offices; responds and completes all requests by taking ownership of every task completely and in a timely and courteous manner
Manages onboarding and off-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications
Exercises problem-solving skills daily to resolve customer issues as they arrive
Monitors progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
Manage incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service
Ensure all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
Ensure the highest level of service delivery for all clients within the firm
Identify issues and make recommendations that will improve processes and procedures
Assist in strategic initiatives through brainstorming and implementation, etc
Augment team capabilities by introducing / deepening additional technical skillsets
Identifying, proposing & deploying solutions for recurring issues at the workstation level
Will be required to work some nights and weekends and global public holidays on a rotating shift model

QUALIFICATIONS

Education:

Bachelor’s degree (or advanced) in business administration, Computer Science or related technical field

Experience Required:

5+ years

General Requirements:

Experience with using ticketing systems (ServiceNow preferred)
Operating within an ITIL framework
Support within a high-volume, regulated enterprise environment (preferably finance)
Creating / advocating user enabling technologies
Technical Depth in supporting Widows 10 & common software (productivity, security) for an enterprise environment
Call routing / management software – Five9
Remote support using BeyondTrust (Bomgar) remote access appliance or similar
Asset management principles and software use
Support of the O365 suite
Use of System Center Configuration Manager
IOS/Android support
Minimum basic demonstrable knowledge with one at least one of the following:

PowerShell scripting
ServiceNow development
Statistical Analysis
Process design
Knowledge management (KCS)
VBA
HTML

Process design, Analysis & Metrics
Able to understand and articulate the benefits of technical implementations sufficient to drive adoption
Someone who is not constrained by ‘what is’ but instead thinks of ‘what could be’

Reporting Relationships

Manager, Service Desk

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.

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Service Desk Associate