IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
About the role
- IT Specialist at Wella Company providing service delivery support across Northern Europe. Managing IT incidents and collaborating with cross-functional teams to enhance employee experience.
Responsibilities
- First point of IT Service Delivery support in specified office sites & smaller consumer facing Wella Studios
- Efficiently and effectively resolve all IT service incidents & requests for respective region, ensuring SLAs are met or exceeded
- Provide technical assistance across Region for all services covered within Workplace Services, namely: Modern Workplace Collaboration Technology End User Computing Service Desk Local IT Site Support Hands & Eyes (VC Rooms, Wifi/Networking, Comms Rooms….) C-Suite VIP Support Mobiles & Telephony Printing
- Running IT “last mile” project activity - local and global IT projects – acting as an extension of the wider Global IT team (e.g. Hardware refresh activity, Office renovation / moves, Business led change where IT needs to be involved).
- Proactively stepping up beyond “ticket management” responsibilities to actively add value within the defined region and its sites.
- Deputise for the Regional IT Manager in their absence as the senior member of their regional IT team.
- Act as the Operations IT lead for the Regional IT Manager, monitoring service queues and working closely with our major support vendors to ensure IT support meets or exceeds stakeholder expectations.
- Supporting with finance and administration activities for the regional IT manager, including areas such as software licence management.
- Drive Continuous Service Improvement & Cost saving opportunities (for example SharePoint cleanup administration, Mobile Phone contracts & usage...)
Requirements
- Proven IT service/support experience, including working as an IT Site Coordinator (or similar) in sizable, complex businesses for 5+ years
- Strong Customer service skills, with the demonstrable ability to work with users who may not be digitally savvy
- Experience working on a day-to-day basis with senior regional business stakeholders including SVPs and their Executive Assistants on technical support matters; directly in person as well as remotely.
- Effective communication skills with end users, ensuring global messaging is effectively cascaded to the region/countries & sites.
- Experience working in a team that is part of a larger global IT organization with peers located across multiple time-zones who you need to collaborate with on a daily basis
- Working with outsourced service providers to deliver end user support services smoothly and seamlessly.
- Previous experience in supporting and troubleshooting Hardware issues (e.g vendor’s such as Lenovo / Dell / HP and other global EUC device hardware, such as Apple (Macbooks, iPhone and iPads)
- Experience implementing and supporting VC/AV rooms in sites of more than 200 staff
- In-depth knowledge of Windows, Mac OS, Microsoft Office 365, AD, and other desktop related technologies.
- Experience using ITSM tools (ServiceNow or similar)
- Installing and configuring computer hardware, software, systems, networks, printers, and scanners in sites working with our 3rd party global partners
- Experience coordinating IT incident & request management for a customer base of over 500 users, ensuring SLAs are met.
- Strong troubleshooting and critical thinking skills, Ability to problem solve and make design decisions based on analytics.
- Willingness to learn, observe and take direction but crucially take the lead in the region for continuous improvement activity supporting the Regional IT Manager
- Proactive approach – take initiative to do what’s needed for the business.
- Ability to collaborate effectively with cross-functional teams
Benefits
- Health insurance
- Flexible working arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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