Service Desk Advisor

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 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 :

A minimum of 3-5 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

“Nice To Have” Skills and Experience :

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.