Service Desk Analyst
hace 3 meses
About the Role
The service desk analyst develops the service desk function for a large geographic area and work with the service line operations teams to execute this function. The 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.
We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.
What You Will Do
Develops and executes the service desk function for GBS SAS globally, and works with the service line operations teams to execute this function
Use the knowledge of all processes within the service line in order to implement solutions to meet and exceed the needs of our stakeholders
React on “unstructured” tickets (no defined resolving team) 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 Service Excellence Manager and Service Desk Manager
For items that cannot be solved immediately:
Diagnose and categorize the ticket
Determine priority, if necessary in dialogue with the user
Ensure that ticket is assigned to the appropriate resolving team/individual, and handled in accordance with SLA
Ensure the ticket contains required information before reassigning
Provide feedback to customer about progress in solving the issue
Chase the organization to solve ticket in accordance with Service Level
Ambassador for ServEss (internal service management system) and other service management tools
Follow Essity Security procedures
Manage stakeholder requests in an effective way that ensures that our stakeholder’s 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 working 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 in collecting and transferring knowledge and working to turn that knowledge into continuous improvement
Work in close cooperation between the different organizational units
Responsible to establish and maintain an effective communication with customers and key stakeholders, within matrix and own organization
Who You Are
Bachelor’s degree in Finance/related or equivalent
Minimum 3 years’ experience in an accounts payable and/or service desk role strongly preferred
Strong knowledge of all areas within area of service desk responsibility
Preferred system experience –SAP (R/3 and S/4), Invoice Track, Ariba, and Office 365
Ideally analyst experience (preferably in a multi-cultural environment)
Flexible - readily adapts to change and new systems and/or methods
Understanding in 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 the 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.
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