Service Desk Analyst

1 week ago

Bengaluru, Karnataka, India arm limited Full time
Job Description

Job Overview:


Act as the first point of contact for all end user tickets globally via multiple channels: chat, phone and Service Now portal.

This is a hands on role that will require technical expertise working closely with EIT teams to solve and resolve end issues focusing on first line fix.

Have high levels of customer service and quality, focusing on exceptional end user experience taking full ownership of issues.

Responsibilities:
Act as the first point of contact for all tickets through Service now portal, chat and phoneTake full ownership of issues reported, being able to build relationships across EIT teams and raise more complex issues for resolution while keeping end to end ownership towards the end userProviding technical support to Arm end users, including remote access, to resolve issues at first line, in order to mitigate end user impact and deliver the best end user experienceProvide meaningful updates for unresolved issues keeping end users updated during ticket lifecycle – end to end ticket ownershipTo make effective use of the EIT Knowledge base and contribute to it with new information, known errors, workarounds, fixes and recommend KT changes when applicable via the Knowledge Management functionTo log all issues in the Service Management Tool and manage them to completion within EIT service levels and quality criteria matrixWork on a shift pattern, on a 24/7/365 operating model, while being able to work independently and flexibly in response to emergencies or critical issuesDemonstrating our ticket management values:
  • Customer Obsession
  • giving our customers the best possible experience and demonstrating high levels of empathy
  • Communication
  • Always keeping our customers up to date and setting realistic expectations
  • Ownership
  • Taking ownership for your work and being proactive to offer the best level of service

Required Skills and Experience :


1- 2 years experience in an IT technical service desk environmentExcellent English written and verbal communication skillsStrong problem resolution skills and a can do attitudeAbility to effectively prioritize and complete tasks in a reactive high-pressure environmentGood interpersonal skills and self-motivatedExperience of working effectively within collaborative teams, with a global spread, ideally in a technology-based business environment.

You can work unsupervised as well as part of a teamYou are dedicated and self-motivated, with a can-do attitude, and can juggle conflicting and changing priorities whilst meeting deadlinesHigh level of customer service and end user experience, focused on quality and performanceDemonstrates a sense of urgency, takes initiative, sense of ownership of work, good teammate, constant desire to improve, positive attitude, and willing to learn and experience a new environment.

A minimum of 1-2 years of professional experience focused in either a Help Desk/Service Desk or

Technical knowledge and experience of:

Network :
DHCP, DNS, TCP/IP. Basic understanding WAN, LAN principles determining the correct impact for issues reportedBasic understanding of virtualization and storage infrastructure, High Performance computing and Cloud services

Lenovo and Apple Hardware Support


Basic understanding of UAM across on Prem and Azure AD, including fault finding and access issuesWorking with an Indemnity management platform for user life cycle management, ideally Microsoft Identity ManagerCan demonstrate understanding of Laptop and Lenovo Hardware Support + MAC and or Linux and respective Oss experience on remote support capabilityFamiliar and basic understand of Microsoft Office 365 applications and administration.

SharePoint/OneDrive as well as MS teams and Slack as collaboration platformsMobile devices – Android and iOS – enrolling in Intune MDM as well as basic end user supportUnderstanding of common security tooling including how to identify end user issuesNetwork and local printer basic knowledge (also MFP's) such as HP and KonicaUnderstands and has basic knowledge on Zoom Meeting and Zoom webinar end user support (from both end user device and meeting room perspective)

"Nice To Have" Skills and Experience :

Experience with ServiceNowIn depth knowledge of ITSM processesITIL V3 or V4 foundation qualification

In Return:


At Arm, we are guided by our core beliefs that reflect our creative culture and guide our decisions, defining how we work together to surpass ordinary and shape extraordinary.

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