Service Desk Administrator

Job Overview:
Serve as the first point of contact for global user issues via chat, phone, and the ServiceNow portal. This hands-on role requires technical expertise and close collaboration with EIT teams to drive first-line fixes. Emphasize high customer service standards, quality, and a focus on delivering exceptional end-user experiences through full ownership of issues.

**Responsibilities**:

- Take end-to-end ownership of Service Desk tasks, ensuring timely resolution with a solid focus on end-user experience
- Provide first-line technical support to Arm users, including remote access, to minimize impact and improve customer satisfaction
- Log and handle all issues in the Service Now Tool, ensuring resolution within defined SLAs and quality standards
- Effectively use and contribute to the EIT Knowledge Base, documenting known errors, fixes via the Knowledge Management process
- Support a 24/7/365 shift model, demonstrating independence, flexibility, and responsiveness to critical issues

Required Skills and Experience:

- Minimum 1 - 2 years of professional experience in a Help Desk / Service Desk environment
- Hands-on experience with ServiceNow and good understanding of ITSM processes
- Ability to work in a multi-geography, culturally diverse, and federated IT environment
- Strong written and verbal communication skills in English; able to convey information clearly across global teams
- High level of customer service orientation, with a focus on quality and user experience
- Dedicated and self-motivated with a can-do attitude; effectively handles shifting priorities and timelines
- Shows ownership, urgency, and initiative, with a continuous growth mindset and adaptability in new environments

Core Technical Skills & Expertise
- Network & Connectivity:

- Proficient in DHCP, DNS, TCP/IP, with a solid understanding of WAN/LAN principles and ability to assess and resolve network-related issues effectively.
- Skilled in network and local printer fix, including HP MFPs.
- Operating Systems & Endpoint Support:

- Experience supporting Windows 10/11 remotely, with additional exposure to MacOS or Linux (Ubuntu).
- Solid understanding of Lenovo and Apple hardware with remote fix capabilities.
- Hands-on support for mobile devices (Android/iOS), including Intune MDM enrollment.
- Knowledge of Microsoft Teams, Slack, SharePoint Online, OneDrive, and Zoom (Meetings and Webinars) from both end-user and meeting room perspectives.
- Familiarity with SaaS tools such as GitHub, Jira, and Confluence.
- Identity & Access Management:

- Good understanding of User Access Management (UAM) across on-prem and Azure AD, including solve access issues.
- Experience with identity management platforms for end-to-end user lifecycle processes, ideally with Microsoft Identity Manager (MIM).
- Infrastructure & Platforms:

- Exposure to virtualization, storage infrastructure, High Performance Computing (HPC), and cloud services.
- Able to identify end-user issues related to common security tools.

“Nice To Have” Skills:

- ITIL V3 or 4 foundation qualification.

In Return:
Accommodations at Arm

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hybrid Working at Arm

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Accommodations at Arm

Hybrid Working at Arm

Equal Opportunities at Arm

Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.