Service Desk Analyst
Дзобеле България ЕООД
Part of kdc/one, Zobele is a multinational, global leader in product development and manufacturing, key partner of the top Home & Personal Care FMCG´s Companies.
SERVICE DESK ANALYST
Our Service Desk Analyst acts as single point of contact (SPOC) on IT matters to provide first level of support, handling tickets and calls and use Incident and Service Fulfillment processes to apply Service Desk objectives. Cost effectiveness, service quality and business development are three of the main goals to be achieved following the ITIL® Standards.
- Plan, manage and track IT costs related to assigned organization unit according with the budget validated by Central ICT. Manage local IT suppliers and apply needed procurement tasks according with local and central processes.
- Act as a partner for local function directors to define and understand business requirements and propose proper actions/solutions to improve services according with Central IT strategy. Provide required reporting to local OU and Central IT.
- Manage end-user requests (Incidents / SR), perform as first contact, first analysis and apply standard resolution tasks.
- Take end-to-end ownership of submitted tickets, providing correct internal (IT backend) and external (users) contacts to ensure proper resolution and met established SLA.
- Lead specific training for end-users
- Support IT services evolution submitting RFC and working with other IT functions to identify possible improvements in existing (or new) IT services.
- Bachelor or master’s degree in information technology as preferable.
- Previous experience in a similar role will be an advantage
- Fluency in English
- IT Service Management (ITIL)
- Deep knowledge ICT networking, ICT infrastructures
- Specific competencies in Microsoft Active Directory, File &Printing Services and Microsoft Products Troubleshooting
- Customer oriented attitude and good communication skills.
- As preferable: Microsoft Certification, ITIL certification. MS SSM, MSSCOM; MS INTUNE.
- Факултет по Компютърни Системи и Управление
- Експерти | Специалисти
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