Company Overview
It is a leading food and agriculture based business operating across the value chain in more than 60 countries, supplying various products to more than 19,800 customers worldwide.
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Job Description
• Identify, monitor and report on the services and service levels required to support and deliver the IT Service Desk.
• Ensure proper and prompt recording of incidents/Problems & changes in the ITSM tool.
• Track each call to resolution.
• Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
• Ability to work in a culturally diverse environment.
• Ensure the adherence to escalation matrix.
• Establish and maintain the Service Catalogue.
• Ensure relevant Service Level Agreements (SLAs) are monitored and reported on and communicated to relevant stakeholders.
• Identification of trends in incidents & service requests logged and input for consideration as projects and upgrades.
• Provide reporting on call volumes-Incidents & service requests trending within the Servicedesk and wider IT team.
• Should have good knowledge on Windows 10 Operating system, Unified Communications platform (Email, Skype for Business) and basic understanding of how Network components and server devices work.
Requirements
Flexible to work in 24/7 shifts