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Global Service Desk Analyst

Digital Technology
Corporate Services

A career at Arup offers you the chance to make a positive difference in the world. Independently owned and independently minded, we attract a diverse mix of people to work on ground-breaking global projects. We have an ambitious commitment to be the digital leader in the built environment and have digital teams and experts all over the world, who collaborate on world-leading software, data and automation projects and products.

The role

We have an opportunity for someone to join our new and expanding Global Service Desk (GSD) 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.

The role will form part of a diverse and highly skilled team, providing global operational support services.

This role will form a key part in the evolution of the GSD, as we drive forward new innovative solutions to make our service the best it can be, challenging new ways of working and driving continuous improvement with our customers’ needs at heart.

“I feel valued and respected at Arup for both my technical and professional expertise. The opportunity to work with colleagues from around the globe during shift patterns allows me to experience and learn from different cultures. I’m glad I work for a company where I can progress and grow.” 
 Jordan, Newcastle, UK

You should apply if:

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

The responsibilities of this role include:

  • 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 GSD in a timely manner in accordance with agreed SLAs and operational requirements, capturing detailed records of any actions and/or closure details
  • Embracing best practice methods for all process requirements
  • Owning, tracking route and redirect all tickets to the correct resources
  • Escalating unresolved queries to the next level of support
  • Operating within a team, providing a 24/7 follow-the-sun service delivery function across a diverse, multi-site global organisation
  • Following up with customers, providing feedback and seeing problems through to resolution
  • Observing and responding as a matter of priority to alerts from the ticketing and monitoring systems
  • Following policies and procedures and recommending procedure modifications or improvements
  • Preserving and growing your knowledge of service desk procedures, products and services
  • Liaising with third party suppliers, manufacturers and internal Digital Technology Group teams to escalate and resolve issues as required
  • Collaborating with Digital Technology support teams to build out knowledge and capabilities within the GSD
  • Embracing and drive a “shift left” approach to support services with ambition to reduce resolution times and drive increasing GSD capabilities

Requirements and skills

Essential skills and knowledge:

  • Fluent English written/verbal communication skills with both non-technical as well as technical audiences
  • Some experience providing end user support services in a technical environment along with familiarity of 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
  • Track record of success in team environments
  • Willingness and ability to work some flexible hours to meet service requirements


  • Proficient in Mandarin and/or Cantonese language (both written/verbal)
  • Some experience in relevant customer services roles (e.g. Customer Services, Service Desk etc.)
  • Strong knowledge of operating systems, networks, programming languages, firewalls, and routers
  • Demonstratable understanding of IT service management best practices
  • Interested and curious about the built environment and sustainability
  • Experience of working in multinational, multicultural environments

Required behaviours:

  • You have a passion for diversity, recognizing the innovation and competitive edge that comes from a diverse highly skilled team where equal opportunities are truly valued
  • You will be creative and inventive in your approach to problem solving
  • You will be eager to take on new challenges and look for opportunities to improve current ways of working on your own and as part of a team
  • You will make yourself available to Arup staff for end user support requirements

Please don’t be discouraged if you don’t meet every point above – if you meet most, and are strongly motivated by the role, and willing to learn, we are still interested in hearing from you.


  • ITIL certification in service management foundation level (or related equivalent qualification) is desirable

We offer a competitive monthly remuneration package, as well as other perks and benefits such as HMO coverage for you & your eligible dependents, and Group Personal Accident Insurance on your 1st day on the job. 

No agencies please  

Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process 

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