Job Description

About Us:

ACE Money Transfer is a UK based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 29 countries across the UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.

Key Responsibilities

Job Summary:

We are looking IT Support & Service Delivery professional responsible for providing timely first-line technical support, resolving IT support tickets within defined SLA and priority timelines, troubleshooting hardware, software, network connectivity, VPN, Microsoft Office, and user access issues, and delivering remote and onsite support to end users. The role includes managing Active Directory and basic account access tasks, supporting new joiners, handling IT support calls, maintaining accurate ticket updates and resolution documentation, coordinating escalations with network, security, and inventory teams, and preparing reports on ticket volumes, resolution times, and recurring issues while ensuring a professional, responsive, and user-focused service.

IT Support & Service Delivery

• Resolve assigned IT support tickets within defined SLA and priority timelines.
• Provide timely, first-line support for issues related to network connectivity, system access, Microsoft Office apps, VPN, and other IT services.
• Troubleshoot hardware, software, and basic connectivity issues for end users.
• Monitor, update, and close personal queue tickets with proper resolution notes.
• Coordinate with internal teams (network, inventory, security) for escalations and follow-ups where an issue falls outside first-line support.

Call Handling & Onsite/Remote Support

• Receive and respond to IT support calls, logging each into the ticketing system with proper details and priority.
• Provide remote support to users (via remote desktop tools, phone, or chat) for quick resolution of common issues.
• Provide onsite/desk-side support for issues that cannot be resolved remotely, including hardware troubleshooting and setup.
• Travel to other company sites/floors as required to resolve onsite issues or support new joiner setups.
• Maintain a professional, responsive manner on calls and in person, ensuring users are kept updated on ticket status.

User Account & Access Support

• Assist with basic user account tasks in Active Directory and Microsoft Office apps (password resets, access requests, basic permission changes) as directed.
• Support new joiners with initial system access and orientation to IT tools.
• Log and escalate any access-related issues beyond routine requests to the relevant team.

Documentation & Reporting

• Maintain accurate resolution notes and support documentation for recurring issues.
• Prepare periodic reports on ticket volume, resolution times, and recurring issue trends for management review.

Required Qualifications & Experience

• Bachelor’s degree in IT, Computer Science, or a related field.
• 1–2 years of experience in IT support or helpdesk roles.
• Basic working knowledge of Active Directory and Microsoft Office apps (Outlook, Word, Excel, Teams).
• Strong communication and ticket-handling skills, with a user-focused, service-oriented approach.
• ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile