Service Desk Advisor

4 weeks ago

Bengaluru, Karnataka, India arm limited Full time

Job Description

Job Overview:

As a Service Desk Advisor at Arm Limited, you will be the first point of contact for all end-user tickets globally, handling inquiries via multiple channels, including chat, phone, and the Service Now portal. This role requires technical expertise, collaboration with EIT teams, and a focus on first-line fixes to resolve end-user issues efficiently.

Responsibilities:

  • Act as the primary point of contact for all tickets through Service Now, chat, and phone.
  • Take ownership of issues, building relationships with EIT teams and escalating complex issues for resolution while maintaining end-to-end ownership.
  • Provide technical support to Arm end-users, including remote access, to resolve issues at the first line, minimizing end-user impact and delivering exceptional experiences.
  • Offer meaningful updates for unresolved issues, keeping end-users informed throughout the ticket lifecycle.
  • Effectively utilize the EIT Knowledge base and contribute to it with new information, known errors, workarounds, fixes, and recommended Knowledge Management changes.
  • Log all issues in the Service Management Tool and manage them to completion within EIT service levels and quality criteria.
  • Work on a shift pattern, adhering to a 24/7/365 operating model, while demonstrating the ability to work independently and flexibly in response to emergencies or critical issues.
  • Demonstrate our ticket management values:
    • Customer Obsession: Providing exceptional customer experiences and demonstrating high levels of empathy.
    • Communication: Keeping customers informed and setting realistic expectations.
    • Ownership: Taking ownership of work and being proactive to offer the best level of service.

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 effectively prioritize and complete tasks in a reactive high-pressure environment.
  • Good interpersonal skills and self-motivation.
  • Experience working effectively within collaborative teams, with a global spread, ideally in a technology-based business environment.
  • Dedication and self-motivation, with a can-do attitude, and the ability to juggle conflicting and changing priorities while meeting deadlines.
  • High levels of customer service and end-user experience, focused on quality and performance.
  • Demonstrates a sense of urgency, takes initiative, sense of ownership of work, good teamwork, constant desire to improve, positive attitude, and willingness to learn and adapt to a new environment.

A minimum of 3-5 years of professional experience focused in either a Help Desk/Service Desk or Technical Support role.

Technical Knowledge and Experience:

  • Network: DHCP, DNS, TCP/IP. Basic understanding of WAN, LAN principles, and determining the correct impact for issues reported.
  • Basic 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 issues.
  • Working with an Indemnity management platform for user life cycle management, ideally Microsoft Identity Manager.
  • Can demonstrate understanding of Laptop and Lenovo Hardware Support + MAC and/or Linux and respective OSS experience on remote support capability.
  • Familiar and basic understanding of Microsoft Office 365 applications and administration. SharePoint/OneDrive as well as MS Teams and Slack as collaboration platforms.
  • Mobile devices – Android and iOS – enrolling in Intune MDM as well as basic end-user support.
  • Understanding of common security tooling, including how to identify end-user issues.
  • Network and local printer basic knowledge (also MFP's) such as HP and Konica.
  • Understands 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 ServiceNow.
  • In-depth knowledge of ITSM processes.
  • ITIL 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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