Service Support L2 Analyst

22 hours ago

Belgrade, Central Serbia Ball Full time

Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe

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 Level 2 role provides advanced technical support for escalated end user incidents and service requests. This position serves as a key escalation point within the Service Desk and works closely with Level 1, Level 3, and other IT teams to ensure timely and effective resolution of more complex issues. The role supports a global 24x7 environment and contributes to the continuous improvement of IT services, processes, and knowledge under the global support model.

Key responsibilities include

  • Provide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.
  • Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.
  • Act as an escalation point and support for Level 1, including knowledge sharing and guidance.
  • Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.
  • Collaborate with regional and global IT teams to resolve cross-functional issues.
  • Contribute to problem management, root cause analysis, and service improvements.
  • Create and maintain knowledge base articles to improve resolution quality and speed.
  • Deliver professional, timely, and customer-focused support.

What we're looking for

  • Education or work experience in IT (3+ years in Service Desk / End User Support, including Level 2 responsibilities).
  • Good understanding of ITIL processes (ITIL certification preferred).
  • Strong technical knowledge of end-user environments, including hardware, Windows OS, and network fundamentals (LAN/WAN).
  • Experience with ticketing systems and remote support tools.
  • Ability to communicate technical information clearly and professionally.
  • Ability to handle confidential and sensitive information appropriately.
  • Fluency in English; Spanish and Portuguese are a plus.

  #LI-Hybrid

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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