Service Support L1 Analyst

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 is responsible for providing 24 x 7 support for end user requests or problems/issues with IT services/systems and platforms that are required to do business. This role is a primary interface between IT and the Business. The scope of responsibility is to align with the global support model and the associated processes and metrics under the direction of the Regional Service Desk Supervisor and Global Service Desk Leader.  Will be required to monitor and prioritize the support queues (email, phone, and ticket queues), provide first level support  and assist with the continued maturity of support processes, and knowledge base articles. 

Key responsibilities include

• Provide Level 1 in a large corporate environment with multiple global locations and 15k+ user base.
• Identifies, responds to, and initiates the necessary activities within IT to resolve user reported issues with IT systems in a manner consistent with user expectations and the appropriate urgency is established with respect to individual issues reported.
• Provides input on the processes and supporting tools required for the execution of the end user support mission, assuring that the team is executing according to the standard processes, and has the tools and adequate training in the processes to succeed in their mission (this may include manning a physical local Service Desk).
• Researches and identifies solutions that can help expand or make support initiatives more efficient or effective.  Simplify or automate IT operations and increase levels of IT service.
• Effectively organizes and prioritizes tickets, enhancements and action items while making progress visible to customers and management. 
• Collaborate with other Information Technology teams to ensure support to business users utilizing Ball Corporation IT supported applications, devices, and supporting technology, is provided in a timely and courteous manner to effectuate complete customer satisfaction.
• Maintains current technical expertise in the rapidly growing IT sector and identify technological or process improvements that could be made to improve the efficiency and effectiveness of the End User Support Function.
• Collaborates with the other regional Service Desk teams in order to provide a high level of service to the customers in a global environment.

What we’re looking for

• Education or work experience in IT (1+ years in a similar role preferred).
• ITIL certification desirable.
• Strong knowledge of PC hardware, troubleshooting, and network basics (LAN/WAN).
• Ability to communicate technical information clearly (including technical manuals, software specifications, and systems operations)
• Must be able to handle sensitive and proprietary information in a confidential manner.
• Fluency in English; Spanish and Portuguese are a plus.

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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.