Service Support L1 Analyst
1 week ago
Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award As a sustainable product leader, we have over 16,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.
Purpose of the job :
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.
Key responsibilities include:
- Provide Level 1 IT support in a large corporate environment (15k+ users), including incident resolution and user assistance in line with agreed service levels.
- Identify, prioritize, and respond to IT issues, ensuring appropriate urgency and clear communication with users.
- Manage tickets, enhancements, and action items, while making progress visible to customers and management.
- Collaborate with regional/global IT and Service Desk teams to ensure consistent, high-quality support across applications, devices, and networks.
- Provide input on processes, tools, and training to enhance the effectiveness of the End User Support function.
- Research and propose solutions to improve or automate IT operations, and maintain current technical expertise.
- Support customer satisfaction by delivering courteous, timely, and effective service.
What are we looking for?
- 1+ years of experience in a similar role preferred or a corresponding number of years' experience in IT
- ITIL Certification highly desirable
- Ability to communicate technical information clearly (including technical manuals, software specifications, and systems operations).
- Must be able to handle sensitive related and proprietary information in a confidential manner
- Solid knowledge in current techniques and hardware capabilities of personal computers to troubleshoot and problem solve issues
- Ability and technical awareness of issues with local area networks, wide area networks, and connectivity capabilities that could also impede the end user performance of IT
- Fluency in English required, Spanish and Portuguese desirable
Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation.
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 solutions 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.
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