Service Desk Advisor

Job Description

Job Overview: We are seeking a versatile, driven individual with superb communication and decision-making skills, and a passion for best-in-class customer service to join a successful Service Desk team within Arms IT department. By providing exceptional, timely, and effective first-line support to Arms employees and partners, you will have a measurable impact on the success of Arm. As well as providing exemplary support to users, ensuring we meet SLAs and XLAs, identifying opportunities for growth, improvement and support other team members. Responsibilities: Resolve and triage incidents/requests in line with SLAs/XLAs and quality standards Deliver first-line resolutions and ensured proper escalate to relevant teams Escalate potential SLA breaches and critical (P1/P2) incidents to appropriate teams Monitor queues to identify trends and flagged recurring issues for problem management Maintain and improve knowledge base documentation Support the team as a mentor by modeling standard processes, promoting knowledge sharing, and fostering a culture of collaboration. Act as shift coordinator, ensuring service continuity and effective handovers Propose and contribute to shift-left and automation initiatives for service improvement Required Skills and Experience: 5+ years within a Service Desk role. Exceptional communication and presentation skills. In-depth knowledge of ticket management tools including ServiceNow. Good understanding of incident and request management practices Good grasp of network principles: DHCP, DNS, TCP/IP, WAN, and LAN Basic knowledge of virtualization, storage infrastructure, HPC, and cloud services Experience in User Access Management (UAM) for on-prem and Azure AD, including fault resolution; familiarity with Microsoft Identity Manager Proficient in Windows, Mac, and Linux OS with hands-on system administration and core command-line usage Skilled in Microsoft 365 administration, including SharePoint, OneDrive, MS Teams; experience with Zoom and Slack Experience supporting Android and iOS devices, Intune MDM enrollment, and end-user fix "Nice to have" Skills and Experience: ITIL V4 Certification Knowledge of implementing AI solutions in an ITSM environment.