Involved in Incident, Problem and Service Request Management for remote users
Log requestor incidents received by phone, email or other communication channel
Provide workarounds and solutions based on Service Level Objectives
In the case of Problem Management, report / escalate issue to Service Center Manager
Propose or recommend IM&T Services modifications to the Service Center manager to reduce user impact
Participate to IM&T Service testing, deployment and stabilization
Contribute in all aspects of Continuous improvement
Update and acknowledge tickets logged by requesters and communicate about resolution progress
Provide basics end-user training or instruction on workplace services
Ensure satisfactory customer service and prompt response times to the requesters based on service level objectives
Share support knowledge with peers in the same team and maintain associated documentation
Escalate significant issues or outages to the management
Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully produce customer satisfaction
Ensure security rules implementation as per the policies.
Experience / Knowledge :
IT related studies (desirable)
Certification / Training in the assigned area will be an added advantage
Fluency in English is a must. Additional language is a plus
Minimum of 2 years of related experience
Your future employer?
Givaudan is the global leader in the creation of flavours and fragrances. In close collaboration with food, beverage, consumer product and fragrance partners, Givaudan develops tastes and scents that delight consumers the world over.
With a passion to understand consumers’ preferences and a relentless drive to innovate, Givaudan is at the forefront of creating flavours and fragrances that engage your senses’.
The Company achieved sales of CHF 5.1 billion in 2017. Headquartered in Switzerland with local presence in over 100 locations, the company has more than 11,100 employees worldwide .