Reports to Service Delivery Manager
At the Aztec Group, we credit our technology as one of the core ingredients to our award-winning solutions. As part of its Five-Year Plan, Aztec has the ambition to be a market-leading alternative fund administrator that provides compelling client experiences, products, services.
Joining our Global Service Desk team, this role is primarily office based but with some flexibility. Although not essential, the ideal candidate will have some knowledge with Microsoft products with an eagerness to learn and develop within the Technology environment. You will demonstrate excellent customer service skills, along with a proactive mindset and excellent team work skills to succeed in this role.
These are exciting times across the group, with significant growth and technological changes taking place. We are performing an evolution on the Service Desk by utilising the latest and greatest technologies to better enhance the service delivered to the business whilst also providing a ‘high touch, high tech’ service.
Key responsibilities:
- Deliver first point of contact support for all of the IT services consumed by the business by phone call, Service Request and Incidents raised via self service.
- Utilising the Group’s Service Delivery tool “Ivanti”, provide effective prioritisation and resolution of Service Requests and Incidents for all jurisdictions, with a focus on achieving high resolutions at first contact
- Management of unassigned queues for Service Desk, including Service Requests, Incidents and tasks, ensuring timely action and assignment of all tickets, in adherence to process
- Deploy and maintain all end user hardware and software, and accurately manage the IT asset inventory
- Be able to demonstrate strong teamwork skills whilst also demonstrating the ability to work independently when required
- Build a strong collaborative relationship with business users and gain a good understanding of the business needs that are supported, to support the ‘Follow the Sun’ model
- Perform Service Desk daily checks as and when required.
- Maintain quality service delivery by establishing and enforcing standards aligned to the ITIL framework
- Develop strong relationships across the IT department to assist in successful project delivery and knowledge handovers, where required
- Assist in the preparation, deployment, and post-support of office moves / relocations
- Prepare and maintain procedures and configuration documentation relating to all aspects of the services delivered, including knowledge base articles for end users
- Ongoing personal development, including professional qualifications as agreed with management
- Build effective business relationships with key suppliers and contractors for the IT Service function
- Identify Continual Service Improvements to aid the day to day works of the business
- Occasional travel to other jurisdiction offices may be required
Skills, knowledge, expertise:
- Fluent in written and verbal English
- Good communication and relationship building skills with immediate colleagues and end users
- Excellent telephone manner and team work skills
- Analytical and problem-solving abilities
- Ability to focus under pressure
- General understanding of the Microsoft Office products
- A positive and proactive approach to service delivery
- Excellent attention to detail
- ITIL foundation certification, not essential but an advantage
- You are required to have full work rights. We cannot offer visa sponsorship or work permits for junior roles
We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.
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For all accepted offers of employment with Aztec Financial Services (Luxembourg) S.A, candidates will be required to complete pre-screening requirements, including providing a criminal record certificate (extrait de casier judiciaire).
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