Analyst Global Service Desk

Arrow Electronics
Experience : 3 Years
Location : Bangalore
Posted on 08 Oct 20
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Job DescriptionLast Date 08 Dec 20

Analyst, Global Service Desk

Job Description

IT ServiceDesk Analyst 

What You’ll Be Doing
  • Provides accurate solutions to user problems to ensure user's productivity
  • Responds to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged
  • Follows escalation processes and refers more difficult and time consuming issues to the next corresponding support group when appropriate
  • Informs users of any global problems or system outages
  • Maintains a professional Help Desk image at all times being courteous and helpful
  • Enhances and develops quality support methods and communication skills through coaching and feedback
  • Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction
  • Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
  • Assists in special product-related issues as needed
  • First point of contact for providing support for all IT applications and systems to internal end users
  • Applies knowledge of information systems and services to investigate and identify applications, systems and network problems Uses tools, techniques and knowledge bases to resolve issues

What We Are Looking For
  • Has minimum 3 years of experience in a global service delivery team
  • Has solid knowledge of IT service norms such as customer satisfaction, call closure norms such as response time, resolution time, etc
  • Has excellent written and verbal communication skills
  • Has a good understanding of how the IT helpdesk function integrates with other IT functions in accomplishing the desired results in the required areas
  • Has experience in exercising tact and diplomacy for sensitive situations
  • Has aptitude to understand Arrow procedures, evaluate appropriate alternatives and make a judgment based on the analysis of factual information
  • Exposure to an Oracle ERP environment is a plus
  • Voice support experience in a Global setup is a must
  • Willingness to work in 24*& environment
  • Willing to work in night Shifts

What’s In It For You
  • Training and professional development
  • Performance coaching
  • Work with fun team in a supportive environment
  • Work at a strong and growing company
  • Community involvement opportunities
  • Lucrative night shift allowances

IN-Bangalore, India (Midford Crescent) GESC

Time Type

Full time

Job Category

Information Technology
  • Analyst Global Service Desk
  • Experience : 3
  • Job Type : Full Time
  • Interview Type : Face to Face Interview

Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
Arrow Electronics

About Arrow

Arrow Electronics, Inc. (NYSE: ARW),an award-winning Fortune 110 and one of Fortune Magazine’s Most Admired Companies. Arrow guides innovation forward for over 175,000 leading technology manufacturers and service providers. With 2019 sales of USD $29 billion, Arrow develops technology solutions that improve business and daily life. Our broad portfolio that spans the entire technology landscape helps customers create, make and manage forward-thinking products that make the benefits of technology accessible to as many people as possible. 

Our strategic direction of guiding innovation forward is expressed as Five Years Out, a way of thinking about the tangible future to bridge the gap between what's possible and the practical technologies to make it happen.
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