Service Desk Analyst

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 phone
• Take 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 user
• Providing 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 experience
• Provide meaningful updates for unresolved issues keeping end users updated during ticket lifecycle – end to end ticket ownership
• To 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 function
• To log all issues in the Service Management Tool and manage them to completion within EIT service levels and quality criteria matrix
• Work 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 issues
• Demonstrating 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 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-motivated
• Experience 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 team
• You are dedicated and self-motivated, with a can-do attitude, and can juggle conflicting and changing priorities whilst meeting deadlines
• High level 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 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 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 understand 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.

#LI-KR2

Accommodations at Arm

At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.

Hybrid Working at Arm

Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.

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.