Service Desk Support Specialist

3 weeks ago

Bengaluru, Karnataka, India arm limited Full time

Job Overview:

As a key member of the Arm Limited team, you will serve as the primary point of contact for end users globally, handling tickets through various channels, including the ServiceNow portal, chat, and phone. This role requires strong technical expertise and excellent customer service skills, with a focus on delivering exceptional end-user experiences.

Responsibilities:

  • Provide technical support to Arm end users, resolving issues at the first line and mitigating end-user impact.
  • Take full ownership of issues, building relationships across EIT teams and escalating complex issues for resolution.
  • Log and manage issues in the Service Management Tool, adhering to EIT service levels and quality criteria.
  • Work on a shift pattern, responding to emergencies and critical issues, while maintaining flexibility and independence.
  • Demonstrate our ticket management values: customer obsession, communication, and ownership.

Required Skills and Experience:

  • 3-5 years of experience in an IT technical service desk environment.
  • Excellent English written and verbal communication skills.
  • Strong problem-resolution skills and a can-do attitude.
  • Ability to prioritize and complete tasks in a reactive, high-pressure environment.
  • Good interpersonal skills and self-motivation.

Technical Knowledge and Experience:

  • Network fundamentals: DHCP, DNS, TCP/IP, and basic understanding of WAN and LAN principles.
  • Basic understanding of virtualization, storage infrastructure, and high-performance computing.
  • Lenovo and Apple hardware support.
  • UAM and Azure AD knowledge, including fault finding and access issues.
  • Indemnity management platform experience, preferably Microsoft Identity Manager.

Arm Limited is a forward-thinking company that values creativity and innovation. As a Service Desk Advisor, you will have the opportunity to work with a talented team, develop your skills, and contribute to the company's mission to shape the future of technology.

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