IT Service Desk Analyst I

The IT Service Desk Analyst I serves as the first point of contact for providing support for all IT applications and systems to internal end-users. This role is responsible for delivering accurate and timely solutions to user problems, ensuring user productivity, and maintaining a professional and helpful support image. The analyst will apply knowledge of information systems and services to investigate and identify application, system, and network problems, utilizing available tools, techniques, and knowledge bases to resolve issues.

KEY RESPONSIBILITIES:

• Provide accurate solutions to user problems to ensure user productivity and minimize downtime.
• Respond promptly and efficiently to all web tickets received by the Level 1 team (Email, Web Tickets).
• Follow established escalation processes and appropriately refer more difficult and time-consuming issues to the next corresponding support group.
• Maintain a professional support image at all times, demonstrating courtesy and helpfulness in all interactions.
• Actively participate in coaching and feedback sessions to enhance and develop quality support methods and communication skills.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Assist in special product-related issues as needed.
• Serve as the primary contact for providing technical support for all IT applications and systems to internal end-users.
• Apply knowledge of information systems and services to investigate and identify applications, systems, and network problems.
• Utilize various tools, techniques, and knowledge bases to effectively resolve IT-related issues.

What We Are Looking For

• Has minimum 3 years of experience in a could apps knowledge / 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.
• Willingness to work in 24*& 7 environment
• Willing to work in night shifts

Arrow Electronics, Inc. (NYSE: ARW)

•  An award-winning Fortune 133 and one of Fortune Magazine s Most Admired Companies. Arrow guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2024 sales of USD $27.9 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. Learn more at www.arrow.com .

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. Learn more at https://www.fiveyearsout.com/