Job SummaryAnalyze and assess an organization's IT systems, processes, and infrastructure, such as software development, infrastructure development, end user support, data management, and cyber security. Identify areas for improvement and recommend solutions to optimize technology performance and efficiency. Provide technical support, troubleshoot issues, and implement new technologies to meet business needs. May involve working with various stakeholders to gather requirements, develop plans, and communicate technical information to non-technical users.
IFF Summary:
IFF is a leading creator of flavors and fragrances used in a wide variety of consumer products and packaged goods. Consumers experience these unique scents and tastes in fine fragrances and beauty care, detergents, household goods, as well as beverages, confectionary and food products. The Company leverages its competitive advantages of brand understanding and consumer insight combined with its focus on R&D and innovation, to provide customers with differentiated product offerings. IFF is a member of the S&P 500 Index. We have sales, manufacturing, and creative facilities in over 60 countries worldwide. For more information, please visit our website at ;br>
Position Overview:
As a member of the Site Technology Servicing team you provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices within your sub regional remit. You provide hands-on support and apply your local knowledge and language skills to support IT related issues as defined by the Service Catalog.
Working days and hours are following the local business days and hours. You work closely together with the Regional IT manager, the Global Service Desk, Desktop Support Services and Remote Desktop Support Team. From time to time you might need to attend meetings outside office hours.
Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Site Tech, whilst maintaining the right balance between customer service and operational excellence (50%).
Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization (10%).
Manage the workstation compliance dashboard for your locations(s) to a minimal number of defects (10%).
Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts and IT vendor management) (10%).
Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Site Techs, (2) the way services are being perceived by IT and the business and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive) (10%)
Manage the procurement and deployment of new, and the decommissioning of old computer hardware and software (5%).
Provide support to other offices, either remote or by traveling on location (<5%.)
Required Skills:
- Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.
- Good communication and negotiation skills.
- Strong English language skills. Good verbal and written English communication skills.
- Strong teamwork and interpersonal skills.
Required Experience:
Understanding of IT support / service delivery processes (eg. ITIL).
Experience in supporting a large scale Workstation, Tablet and Smartphone environment, with Wireless and LAN technology, preferably in a multi-skilled helpdesk environment.
Preferred: Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (XP, Win7, Win8, Win10), LAN, Remote VPN connectivity, MS O365, server technology, business applications systems (SAP), iOS and Android mobile devices.
Key Performance Indicators: Customer Satisfaction for those Incidents processed and resolved locally.
Response Time to Client and Response Time to other Teams for tickets processed locally.
SLA performance, by Priority, on those Incidents processed and resolved locally.
Average resolution time: How long did it take to restore services, by Priority?
Open Incidents / Backlog at the end of each calendar month.
Workstation Compliancy: number of reported defects on the local workstation and devices.
Number of Incidents processed and resolved locally which could not have been done remotely ("local" Incidents).
Process adherence and data quality: adherence to all IT processes, guidelines, and scripts.
Contribution to continuous improvement: contribution to improving IT processes and services.
Job Location: Madison, WU , USAWe are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability.
Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more
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