Job Description

The Level 1 Service Desk Analyst is responsible for first response to support calls that are raised via the IT Service Desk. It will involve working with a user base in various departments in different time zones resolving issues logged relating to corporate systems.The role will require understanding of some system functionality and business processes to assist in resolving issues as they are logged. This role reports to the UK based IT & Operations team.

Arch Global Services offers competitive pay and a comprehensive benefits package. Additionally, Arch is committed to helping its associates create what’s next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company. We also have a little fun along the way, check out our Holiday Party.


  • The person in this position will triage, analyse, resolve and/or accurately reassign IT related problems and issues.
  • They will quickly escalate like issues reported by multiple users (high priority incident management)
  • This is a Customer Service role, and the position will often act as a liaison between IT and the business units.
  • They are required to provide timely status update on issues that they are working on back to the users.
  • This person needs to be team player, willing to learn and they should have a disposition that can deal with potentially frustrated clients in a positive and productive manner.
  • They need to have strong written and verbal English skills.
  • Issues will come to them via the Service Desk (JIRA). Issues will need to be kept updated.
  • Additional information will need to be retrieved from users and documented
  • Common issues and resolution steps will need to be documented in an on online wiki for use by other team members when similar issues occur.

  • BS in Computer Science, Engineering, Mathematics, Economics, Information Management or Statistics
  • 1-3 years working on a team supporting users with business applications and IT related matters.
  • They need to have sound administrative skills, so they can accurately document and track issues.
  • Insurance industry knowledge is a plus.
  • Excellent communication and interpersonal skills
  • This will be a mid shift position, to support UK day shift hours.

TECHNICAL SKILLS

Technical Skills

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