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Service Desk Operations Specialist
hace 1 mes
About the Role
The Service Desk Analyst develops and executes the service desk function for a large geographic area, working closely with the service line operations teams to execute this function. This role contributes to the development of new and/or improved services, tools, and processes, and supports the service development team by collecting and transferring knowledge and turning that knowledge into continuous improvement.
Key Responsibilities
- Develop and execute the service desk function for GBS SAS globally, working with the service line operations teams to execute this function.
- Use knowledge of all processes within the service line to implement solutions that meet and exceed the needs of our stakeholders.
- React to "unstructured" tickets from customers submitted to sourcing administration Service Desk within agreed time.
- Resolve as many "within scope" tickets as possible, based on own and shared knowledge as agreed with the Service Excellence Manager and Service Desk Manager.
- For items that cannot be solved immediately, diagnose and categorize the ticket, determine priority, and ensure that the ticket is assigned to the appropriate resolving team/individual and handled in accordance with SLA.
- Ambassador for ServEss and other service management tools.
- Follow Essity Security procedures.
- Manage stakeholder requests in an effective way that ensures that our stakeholders' needs are met in a timely and effective way.
- Understand what solutions can be harmonized and what solutions need to be customized due to legal requirements, but work to implement a harmonized way of working to the greatest extent possible.
- Contribute to the development and implementation of new service management technologies such as ServEss.
- Contribute to the development of new and/or improved services, automation possibilities, and processes.
- Contribute to collecting and transferring knowledge and working to turn that knowledge into continuous improvement.
- Work in close cooperation between the different organizational units.
- Responsible for establishing and maintaining an effective communication with customers and key stakeholders, within matrix and own organization.
Requirements
- Bachelor's degree in Finance or related field.
- Minimum 3 years' experience in an accounts payable and/or service desk role, strongly preferred.
- Strong knowledge of all areas within the service desk responsibility.
- Preferred system experience – SAP (R/3 and S/4), Invoice Track, Ariba, and Office 365.
- Ideal analyst experience, preferably in a multi-cultural environment.
- Flexible and adaptable to change and new systems and/or methods.
- Understanding of business components and how they fit together.
- Deliver with quality and speed, drive change and engagement, foster learning ability in self.
- Global Perspective.
- Embrace and live our Beliefs and Behaviors – Care, Courage, Collaboration, and Commitment.
- Self-driven, communicates effectively, team player with proven ability in strong collaboration.
- Fluent English.
What We Can Offer You
At Essity, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.
Collaborative and Inclusive Culture | Empowering & Engaged Leaders | Working with Powerful Purpose & Sustainable Impact | Learning and Growing in your Career | Supporting Well-being & Sustainable Working Life | Life-changing Innovations | Competitive Total rewards
#Essity-MX
Together, we are improving lives, every day.
Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic, and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.
