Global Service Desk

Joining Arup
Arup's purpose, shared values and collaborative approach has set us apart for over 75 years, guiding how we shape a better world.

We have an opportunity for someone to join our new and expanding Global Service Desk team. As a global service desk analyst, you will support the design, transition, operation and continuous improvement of services across our Digital Technology Group.

Providing end-user technical and administrative support through multiple communication channels, you will work as part of global support team to help ensure our Arup colleagues and external customers experience the best provision of Digital Technology services and underpinning the value they provide.

The role will form part of a diverse and highly skilled team, providing global operational support services, as we drive forward new innovative solutions to make our service the best it can be, challenging new ways of working and really driving continual improvement with our customer needs at heart.

The Opportunity
At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas. You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.

Our Perfect Fit Would

• Want to be part of an ambitious team where you can influence ideas and improvements.
• Have a passion for providing a quality end user experience.
• Enjoy learning new things, sharing your own knowledge and collaborating with colleagues.

Your average day could look like this:

• Providing 1st and 2nd line support to internal and external customers and facilitating the use of the Self-Service portal.
• Responding to incidents and requests logged to the Global Service desk in a timely manner in accordance with agreed SLAs and operational requirements, capturing detailed records of any actions and/or closure details.
• Embrace best practice methods for all process requirements.
• Own, track route and re-direct all tickets to the correct resources.
• Properly escalate unresolved queries to the next level of support
• Operate within a team on a shift rotation, providing a 24/7 follow-the-sun service delivery function across a diverse, multi-site global organisation.
• Follow up with customers, provide feedback and see problems through to resolution.
• Observe and respond as a matter of priority to alerts from the ticketing and monitoring systems.
• Adhering to policies and procedures.
• Recommend procedure modifications or improvements.
• Preserving and growing your knowledge of service desk procedures, products and services
• Liaise with 3rd party suppliers, manufacturers and internal Digital Technology Group teams to escalate and resolve issues as required.
• Work collaboratively with Digital Technology support teams to build our knowledge and capabilities within the Global Service Desk team.

What's in it for you?

• Embrace and drive a "shift left" approach to support services with ambition to reduce resolution times and drive increasing Global Service Desk capabilities.
• Preserve and grow your knowledge of service desk procedures, products and services.

Did you know:
Our Digital Technology team are proud former winners of the IT Team of the Year at the Chartered Institute of IT's UK IT Industry Awards.

Is this role right for you?

• Fluent English written/verbal communication skills with both non-technical and technical audiences.
• Some experience providing end user support services in a technical environment. You should be comfortable using IT service management/service desk software (preferably ServiceNow). Knowledge and support experience for Microsoft Office suite of applications and collaboration tools (Office 365, Microsoft Teams, etc.)
• Strong analytical and technical skills supported by excellent written and verbal communication, applying effective troubleshooting procedures to help resolve end user queries
• Can communicate clearly via telephone, email, or webchat and display strong listening skills to fully understand a customer's issues and needs
• Exceptional interpersonal skills and end user engagement, including teamwork, collaboration and facilitation

What we offer you
At Arup, we care about each member's success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup's legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

We care about you and want you to perform at your best, which is why we offer one of the most competitive benefits packages in our sector.

As a member organisation, everyone shares in our success through a global profit share scheme (payments are dependent on the firm's financial performance).

Different people, shared values
Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at Careers - Your Life at Arup .

We are committed to making our recruitment process and workplaces accessible to all candidates. Please let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process
To understand what to expect next, please visit our Careers page Our aim is to make this process as streamlined and easy as possible for our applicants.

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