Service Desk Analyst

As an IT Service Desk Analyst I at Arrow Electronics, you will be at the forefront of customer support, assisting end users in resolving technical issues they encounter or directing them to more specialized IT support when necessary. Your role will involve handling initial inquiries and managing relatively straightforward hardware, software, or network problems as a Tier 1 Service Desk Analyst. The majority of your day will be dedicated to providing remote support through various channels such as over-the-phone assistance, screen sharing, live chat support, and email support. You will be expected to draw upon your minimum of 3 years of experience in a global service delivery team, demonstrating a solid understanding of IT service standards including customer satisfaction metrics and call closure norms like response time and resolution time. Excellent written and verbal communication skills are essential for effectively interacting with end users and other IT functions. You should also possess the ability to navigate sensitive situations with tact and diplomacy, evaluate alternative solutions, and make informed judgments based on factual information. Exposure to an Oracle ERP environment is advantageous, and voice support experience in a global setting is a requirement. In this role, you must be willing to work in a 24/7 environment and night shifts. Arrow Electronics offers training, professional development, performance coaching, and a supportive team environment. As part of a strong and growing company, you will have opportunities for community involvement and receive lucrative night shift allowances. Arrow Electronics, Inc. is a Fortune 109 company known for guiding innovation forward and providing technology solutions to leading manufacturers and service providers. With a sales record of USD $33.11 billion in 2023, Arrow is committed to making the benefits of technology accessible to a wide audience. If you are looking to contribute to a forward-thinking organization, this position at Arrow Electronics may be the right fit for you. For more information about Arrow Electronics and the opportunities available, visit www.arrow.com. Join us in shaping the future with innovative technologies and bridging the gap between what's possible and what's practical. Explore more about our strategic direction at https://www.fiveyearsout.com/. This position is based in Pune, India (Solitaire Building) and is a full-time role in the Information Technology category.,