IT Service Desk Representative
Escazu,Costa Rica
hace 3 horas

About the role

As Technician, IT Operations, you are the first IT point of contact for Bacardi end-users providing 1st level support with responsibility for customer care, incident management and technical support on computer workstations and peripherals, on all IT Operations areas network, collaboration tools, end-

users computing. You provide immediate resolution whenever possible and you will link with 2d / 3rd level of support whenever required, follow-

up and loop back with the internal customer / user. Depending on your scope, you may ensure support to headquarters, plants, salesforces, distribution centers,.

  • You are also responsible for overall monitoring and maintenance of the IT infrastructure to ensure availability to all users, including configuration of networks, installing operating systems, applications software and hardware in accordance with IT standards, policies and procedures.
  • In this role, flexibility is key you may be part and participate in out-of-hours on call presence and also cover to other sites on an ad-

    hoc basis either on site or remotely.This role has a high impact on the employees’ ability to work efficiently therefore also on the reputation, image and credibility of both IT and the company.

    At this position, you will typically report to a Senior Technician, IT Operations or to the Team leader, IT Operations.

    Key accountabilities and responsibilities

  • Impeccable Support to the Bacardi users on Network, End users computing and Collaboration tools
  • Operation and management of the Service desk
  • Provide 1st and / or 2nd level technical support to all customers / users either by telephone or on-site, supporting
  • PC based hardware, operating systems and applications
  • Provide basic 2nd level diagnostics, before escalating to the 2nd or 3rd level technicians. Know when to escalate incidents to the next support level
  • Maintain accurate records of contacts and history of incidents, using latest internal tools
  • Identify incidents and resolve to prevent reoccurrence. Maintain the on-line knowledge base of frequent questions and the appropriate response for each
  • Maintain the data backup / restore for Bacardi IT systems
  • Manage administration of starters / leavers / movers including equipment roll-out, replacement and data access
  • Responsible for account administration on some local applications
  • When necessary, submit incidents and problems to external supplier technical support and coordinate repairs / implement recommended solutions
  • Guarantee the network connectivity to all employees working in your site / plant / ..
  • Maintain logs related to network functions as well as maintenance and repairs records
  • Maintain the local server room infrastructure (whenever in your scope)
  • Support any local Business meetings
  • Support VIP when required
  • Communication with :

  • Both Internal and External Parties
  • Level of Communication :

  • Convey information
  • Innovation : Identify, develop, and make improvements to new ideas, techniques, procedures, services, or products

  • Follow - no changes to original
  • Measures of success

  • SLA (Service Level Agreements) are reached on Support Operations in your scope
  • Reduction of the number of tickets per quarter
  • Critical experiences for success

    To be successful in this role you will have / be :

  • Ability to communicate to end-users, ability to explain technology, very good communication skills, ability to deal with customers at all levels, face-
  • to-face and on the phone

  • Understanding of hardware, software systems, SAP and network technologies
  • Knowledge of current technological trends, data security and disaster recovery systems and procedures
  • Understanding of IT governance and operations, IT controls (privacy, security)
  • Business Knowledge - Understand the business and business processes
  • Understand the impact of technology on the business processes / results (example impact of one minute server outage on the production of bottles)
  • Experience in running Helpdesk / support to end-users, incident management, data center management
  • Problem solving, root cause analysis capabilities
  • Be organized and able to prioritize workloads in a fast-pace, high pressure environment
  • Proficiency in English language skills
  • The following experiences are recommended :

  • Fluent in another language than English
  • Experience in project management
  • Understanding of ITIL methodology
  • Experience in crisis management
  • Experience / exposure to different markets dynamics / specificities / cultures
  • Our ways of working

    Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.

    We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.

    We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.

    We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.

    We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.

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