Service Desk Analyst

hace 1 mes

Mexico City Essity A tiempo completo

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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