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:
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:
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 any characteristic.
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. We empower groups/teams to determine their hybrid working pattern, with an expected minimum attendance in the office of 20% per month, depending on the work, level of experience and team’s needs. 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.
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