Service Support L1 Analyst

Primary Purpose of the Position: 

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.

Responsabilities: 

• Collaborate with other Information Technology teams to ensure support to business users utilizing Ball Corp IT supported applications, devices, and supporting technology, is provided in a timely and courteous manner to effectuate complete customer satisfaction
• 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 help desk).
• 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
• Works with business users to assure that there are expectations set, via Service Level Agreements, on the responsiveness of the End User Support Team, and partner with other supervisors to assure consistency of execution across different regions.  Support the Global Service Desk Leader in advocating to Senior Leadership for the necessary human and technical resources to meet the established Service Levels
• 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.

Professional & Education Qualification 

• Job related experience for 3 year(s) minimum
• BS or BA degree in computer science or related field preferred or a corresponding number of years’ experience in IT.
• 3 years’ experience in personal computing, with demonstrated ability to supervise within a personal computing environment