Service Desk Analyst

Service Desk Analyst

About Argus

Argus is the leading independent provider of market intelligence to the global energy and commodity markets. We offer essential price assessments, news, analytics, consulting services, data science tools and industry conferences to illuminate complex and opaque commodity markets. 

Headquartered in London has over 1,400 staff, Argus is an independent media organization with 30 offices in the world’s principal commodity trading hubs.  

Companies, trading firms and governments in 160 countries around the world trust Argus data to make decisions, analyse situations, manage risk, facilitate trading and for long-term planning. Argus prices are used as trusted benchmarks around the world for pricing transportation, commodities and energy.  

Founded in 1970, Argus remains a privately held UK-registered company owned by employee shareholders and global growth equity firm General Atlantic.  

Argus Media is committed to ensuring career and personal growth for all its staff and provides extensive training and career development opportunities, as well as participation in employee-led initiatives, including a women’s network.  Our core values are Excellence, Integrity, Partnership and Inclusivity. 

What will you be doing?
 

We are currently looking for an ambitious service desk analyst to provide support across the EMEA region in the expanding Mumbai office. You will work as a key member of a small team to ensure that a high level of customer service and support is maintained to all internal and external customers.

The IT department is responsible for supporting and maintaining the company’s IT systems, resolving any IT related faults quickly and efficiently. In addition to responding to a broad range of queries ranging from setting up an email account to system diagnostics, the Service Desk Analyst will work providing support to end users & assist with IT projects. Contributing to and enhancing the IT support provision across the business.

The requirement is to be in the Mumbai office either 4 or 5 days a week 09:00 – 18:00. There may be a requirement to adjust these times based on events and other tasks.

Key Responsibilities

• Receive, monitor and respond quickly and effectively to IT Service Desk requests received by email, telephone and desk side assistance.
• Provide new starter desktop and laptop set-up, support and maintenance.
• Package, Install and configure authorised software to laptops and desktops.
• Maintain appropriate logs of equipment, such as laptops, video conferencing equipment.
• Software and hardware maintenance including administering updates and patches for all machines, ensuring security and upgrades are kept up to date.
• Support office Meetings/Presentations & facilitate video conference equipment setup.
• Provide advice and engage with global support desk colleagues.
• Assist with network support, telecoms & phone deployments.
• Providing excellent stakeholder support & management and handling high pressure scenarios.
• Diagnose and resolving technical issues, escalate where needed and ensure documentation is updated as needed.
• Ensure licensing for all software purchased is recorded and maintained.
• Perform miscellaneous job-related duties as assigned by the line manager.
• General troubleshooting for ticket related queries
• Acting as the main point of contact for all internal IT questions – providing support to all employees and troubleshooting any issues that they have with their IT systems.
• Support infrastructure according to best practices, including routers, switches, WIFI controllers and firewalls.
• Staying up to date with system information, changes and updates
• Identifying and escalating situations requiring urgent attention

Skills and Experience

• Degree or Diploma holder in IT Computer studies field.
• Strong troubleshooting skills with experience providing IT support in a fast-paced commercial business.
• Proven ability to provide a high level of customer service.
• Strong communication and interpersonal skills.
• Responsive & approachable attitude
• Able to use initiative as well as work as part of a team.
• Ability to manage workload efficiently.
• Strong co-ordination and time management skills with the ability to meet deadlines and targets
• Proficient to 2nd line in Active directory, Office 365, VOIP Telephony administration.
• Experience with IOS, Android for mobile management & administration.
• Ability to keep calm and cope well under when dealing with key stakeholders.
• Experience with Microsoft Teams Rooms
• Display open arms attitude in a friendly environment, showing excellent customer facing skills.
• Work closely with other teams such as Infrastructure, Security & Applications teams.
• Key time management and prioritisation
• Excellent customer facing skills
• The willingness and ability to be “on call” per regional instruction.
• Good experience in supporting production applications hosted on Amazon Web Services, Azure
• A minimum of 3 years of experience with Support Analyst, or related field
• A minimum of 3 years of experience in Windows Systems Administration, including deploying and managing servers in a multi-site domain environment.
• Believe in the following Argus values: Passion, Integrity, Excellence and Results

Preferred Qualifications (Bonus to have)

• Experience supporting Microsoft Endpoint Manager.
• Experience supporting AWS workspace, Microsoft Endpoint Manager.
• Experience supporting Teams VC.
• Experience supporting Juniper/FortiGate Security Appliance.

What’s in it for you

Our rapidly growing, award-winning business offers a dynamic environment for talented, entrepreneurial professionals to achieve results and grow their careers. Argus recognizes and rewards successful performance and as an Investor in People, we promote professional development and retain a high-performing team committed to building our success.

• Competitive salary and company bonus scheme 
• Flexible working environment 
• Group healthcare scheme
• 18 days annual leave
• 8 days casual leave
• Extensive Internal and External Training

For more details about the company and to apply please make sure you upload your CV via our website: www.argusmedia.com/en/careers/open-positions 

By submitting your job application, you automatically acknowledge and consent to the collection, use and/or disclosure of your personal data to the Company. Argus is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, sexual orientation, gender identity, disability or veteran status.