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About TMF Group
TMF Group is a leading provider of critical administrative services, helping clients invest and operate safely around the world. Our 9,000+ experts in 90 jurisdictions worldwide serve corporates, financial institutions, asset managers, private clients, and family offices, providing the combination of accounting, tax, payroll, fund administration, compliance, and entity management services essential to global business success.
TMF India is a Great Place to Work, ISO & ISAE certified organization.
Discover the Role
TMF provides a range of services for Corporates to assist them in a) running a local business, b) preparing to enter a new market or c) operating across many borders. These services include Corporate Secretarial, Accounting & Tax, and HR & Payroll.
In addition to this, TMF Group is a recognized global player in the administration of Capital Markets transactions and PERE investments, providing a complete range of fund and business services.
• 1st line, First Line, Service Desk Analyst
• Customer Service, Customer Experience
• Helpdesk,
• Windows,
• ITIL
Key Responsibilities
• Be the first point of contact for all customers - by answering their queries, listening to what issues they have, and improving their experience with technology
• Capture and share the correct information within the platform Remedy
• Work together with others in the team and share insights so all members are up to date with the latest technical developments
• Work closely with cross-functional teams including Global Infrastructure and Local IT support teams for when you need their help on complex or high-risk/impact problems
• Help the internal teams to keep improving their service, by sharing suggestions for raising first-time fix rates, improving customer satisfaction and reducing risk
• Keep up to date with ever-changing security requirements
Qualifications
Key Skills and Experience
• Any experience in excellent customer service no matter what industry
• Excellent verbal and written communication skills
• Practical experience with Microsoft-based operating systems and applications, especially Windows 10
• Practical experience of the Microsoft Office 365 suite, including creating and administering accounts on Active Directory
• Practical experience of security tooling, beyond virus protection
• Knowledge, experience or a qualification in the ITIL framework
• Experience of processes to keep improving service
• Experience as a Service Desk analyst - preferably in a Global / 24-7 environment
• Experience of understanding customers, managing incidents and meeting business expectations
• Certification as a Microsoft Certified Professional desirable.
• ITIL Framework-Incident/Change/Problem/Service Management/Handling p1 and p2 issues.
• VPN knowledge-Configuration, troubleshooting
• O365 Tool-Outlook, Teams, One-drive, Excel, Word,Powerpoint Troubleshooting
• Windows 10 issues-PC slowness, event viewer, printer, browser settings, BSOD
• Service Desk Experience-Chat support, communication, email handling, escalations
• Active Directory tools-Adding users in DL, security groups. Creating DL, security groups, user mailbox, SMTP, moving Machines to OU.
• Laptop Troubleshooting- Windows licensing, Application installation, Hardware issues.
Candidate profile
• Customer and client focused
• Ability to communicate at non-technical level to internal business colleagues and customers
• Polite, courteous and professional attitude
• Proactive team player
• Ability to communicate at all levels, confidence assisting C-Level stakeholders
• Must do / can-do approach
• A willingness to learn about technology and improving customer experience
• Speaks fluent English and experience working in a Global Service Desk model.
What's in it for you?
Pathways for career development
Work with colleagues and clients around the world on interesting and challenging work.
We provide internal career opportunities, so you can take your career further within TMF.
Continuous development is supported through global learning opportunities from the TMF Business Academy.
Making an impact
You’ll be helping us to make the world a simpler place to do business for our clients.
Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.
A supportive environment
Strong feedback culture to help build an engaging workplace.
Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
Other Benefits
Marriage Gift policy
Paternity & Adoption leaves
Interest free loan policy
Salary advance policy
Covid support taskforce
Well being initiatives