IT Local Workplace Services Professional
GEA Group Aktiengesellschaft
Buenos Aires, AR
hace 5 días

Responsibilities / Tasks

As Local IT Services Professional, your primary role is to provide End User Computing support and delivery of agreed services to the GEA employee base, enabling -

or collaborating with - the support delivered by offshored IT service Provider while assuring compliance with existing Service Level Agreements.

  • Manage the global and local service provider for the IT services outsourced operation enabling compliance with service level agreements.
  • Monitor aging tickets for local / cluster location(s) and guide the external service provider - and intervene where needed -
  • to improve customer service.

  • Act as escalation point - handle related escalations - and follow up on them with the outsourced partner until resolution.
  • Providing support and delivery of Corporate approved applications and services, including applicable Windows versions, Office, SCCM, Endpoint Encryption and Antivirus services.
  • Providing user support for Corporate provided mobile device hardware.
  • Develop all the necessary processes for controlling the provision of services and constantly improve them
  • Collaborate with peers in other locations to improve overall service maturity level within GEA.
  • Build and maintain strong relationships with business colleagues and key stakeholders.
  • Create and distribute relevant documentation, catalog processes and procedures
  • Plan and support the lifecycle (roadmap) for Local IT services.
  • Ensure the highly available operation in coordination with the IT & business areas
  • Adhering to agreed SLAs and metrics utilizing the ITSM platform (ServiceNow) for call management and escalation as appropriate.
  • Continuous service delivery improvement including process enhancements, documentation of remediation activities, user training -
  • face to face and group sessions.

  • Support of IT End Users relocation activities, including colleague moves, office relocations, integrations and closures.
  • Providing value-added service through Senior Executive Support, when required
  • Your Profile / Qualifications

    Core competencies, knowledge and experience :

  • 5+ years of progressive IT work experience including 2+ years in a technical desktop support capacity.
  • High customer orientation
  • Degree in the field of computer science, information sciences, or related field preferred.
  • Experience working directly with user / customer base, with ability to have a positive impact on activities from a distance.
  • Technical operational knowledge of common End User Computing standards and delivery methods, including Windows, Office products including Outlook and Skype, Endpoint Encryption and SCCM on different platforms.
  • Contribute to a Global, team-oriented, collaborative workplace.
  • problem-solving abilities.
  • Project & Business management skills &experience
  • Very secure and convincing approach as well as the ability to communicate appropriately to different target groups on all levels.
  • Must have technical / professional qualifications :

  • High resilience, joy in communication and moderation
  • Analytical, independent and structured approach
  • Self-Motivated with an ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to work in an agile and dynamic manner.
  • Working knowledge of ITIL practices.
  • Strong verbal and written communication skills in English with an ability to present ideas in non-technical language.
  • Strong personal skills, with a focus on listening and questioning skills.
  • Proven analytical and problem solving skills.
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