Ball Corporation | Service Support L1 Analyst | santiago de querétaro
hace 1 día
Primary Purpose of the Position:
The Service Desk is responsible for providing 24 x 7 support for end user requests or problems/issues with IT services/systems and platforms that are required to do business. This role is a primary interface between IT and the Business. The scope of responsibility is to align with the global support model and the associated processes and metrics under the direction of the Regional Service Desk Supervisor and Global Service Desk Leader. Will be required to monitor and prioritize the support queues (email, phone, and ticket queues), provide first level support and assist with the continued maturity of support processes, and knowledge base articles.
Responsibilities:
- Collaborate with other Information Technology teams to ensure support to business users utilizing Ball Corp IT supported applications, devices, and supporting technology, is provided in a timely and courteous manner to effectuate complete customer satisfaction.
- Provide input on the processes and supporting tools required for the execution of the end user support mission, assuring that the team is executing according to the standard processes, and has the tools and adequate training in the processes to succeed in their mission (this may include manning a physical local help desk).
- Identify, respond to, and initiate the necessary activities within IT to resolve user-reported issues with IT systems in a manner consistent with user expectations and the appropriate urgency is established with respect to individual issues reported.
- Work with business users to assure that there are expectations set, via Service Level Agreements, on the responsiveness of the End User Support Team, and partner with other supervisors to assure consistency of execution across different regions. Support the Global Service Desk Leader in advocating to Senior Leadership for the necessary human and technical resources to meet the established Service Levels.
- Maintain current technical expertise in the rapidly growing IT sector and identify technological or process improvements that could be made to improve the efficiency and effectiveness of the End User Support Function.
- Collaborate with the other regional Service Desk teams in order to provide a high level of service to the customers in a global environment.
Professional & Education Qualification:
- Broad training in a related field usually acquired through high school; college or graduate degree level education or work-related experience.
- Job related experience for 3 years minimum.
- BS or BA degree in computer science or related field preferred or a corresponding number of years’ experience in IT.
- 3 years’ experience in personal computing, with demonstrated ability to supervise within a personal computing environment.
Compensation & Benefits:
- Hiring Salary Range: $ xxx,xxx- xxx,xxx (Salary to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.)
- (This role will be eligible to participate in the annual incentive compensation plan.)
- Ball includes a comprehensive benefits structure. Go to our career site and click 'Total Rewards' to learn more.
Ball Corporation is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.
When you join Ball you belong to a team of over 16,000 members worldwide. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles that enable our customers to contribute to a better world.
Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging.
Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.
Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
No agencies please.
Job Grade: Global Grade 8
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