Global Support Specialist Service Desk (Escanaba, MI)

Job description

Purpose:
Are you interested in being part of an innovative team that supports Billerud’s mission to lead the way when it comes to challenging conventional packaging and business? Our decisions are guided by the promise of creating a better tomorrow. Building a future where lighter, stronger, more durable and sustainable packaging is the natural choice not only requires experience and expertise, but also takes dedication, teamwork and perseverance. This is a journey that we are making together with our talented staff and our customers.

Summary Description:

The Global Support Specialist Service Desk associate reports directly to the Global IT Manager Service desk. This role is responsible for the operation and development of Billerud's Global service desk and will ensure that decided models and common processes are implemented, worked with and maintained within the service desk.

“We strive to deliver first class support to all of our users” – at Billerud Service desk.

As a Global Support Specialist IT Service Desk your mission aims towards the global Billerud group, local sites, and sales offices, to provide service, support, and assistance in IT matters, both hardware and software, via phone, chat, or in our ticketing system. All end users, regardless of location or position, expects a great user experience and service from our IT-support. The global service desk’s goal is to resolve as many tickets within first contact as possible. As a member of the service desk team, you are responsible together with the team to help team members to success and reach out when needed. We work as a team towards our goals that we have agreed on together.

All users should expect a good and stable computer environment at their own computer and in common areas such as conference rooms, time clock computers, and printers, etc. The role is responsible for ensuring that all tickets such as incidents and service requests are handled as quickly and efficiently as possible according to the priority of the ticket.

As a member of Service desk, you are responsible to handle permissions to various programs, sites, or other necessary permissions according to the current routine with the approval order, as well as maintaining distribution lists according to the same routine. Each employee at the service desk is responsible for keeping the existing knowledge database updated and providing new instructions and guides to both the business and IT.

As a Global Support Specialist IT Service desk, you are also responsible for ensuring that important operational information quickly reaches the business and IT via the intranet and other channels such as email or messages in the ticketing system. It also includes ensuring that regular daily IT information reaches the business. Each employee must ensure that the Service Desk is never unmanned during opening hours.

Qualifications

Key Accountabilities:

• Deliver IT-support and service globally via phone, chat, or in our ticketing system
• Identify and troubleshoot incidents and problems, provide instructions and/or escalate cases to the appropriate department if necessary
• Actively work with the support of our change, problem, and incident processes
• Working to meet SLA’s
• Document solutions and update the ticketing system to ensure effective follow-up and support
• Handle incoming cases and work on troubleshooting to ensure users receive the correct help from us or refer them to 2nd/3rd Line
• Document/update cases in the knowledge database and ticketing system for both end users and IT resources
• Contribute to ensuring that the global service desk service volumes are within expected levels/KPIs
  

Personal qualities

Experience:

• Intune/Active Directory and Exchange knowledge.
• Clients and servers with various versions of Windows as the operating system.
• Microsoft Office applications.
• Mobile phones and mobile devices/tablets
• Managing and troubleshooting computers via remote control software.
• Participation in Projects.
• Good knowledge of the paper industry and production-related IT functions.
• Basic knowledge of ITIL.
• Knowledge and experience of working in a ITSM-tool
• Familiarity with methods, models, and frameworks applied within Billerud.

Skills:

• A strong drive to learn is a significant plus.
• Ability to understand the user's situation in a professional and teaching manner.
• Service-oriented, social, and accommodating.
• Must be stress-resistant, able to make quick decisions, and prioritize to create the best possible user experience.
• Good communicator with the ability to establish and maintain good relationships.
• Handle stressed/angry users to achieve the result intended.

On-call duty is included in the position

Shift work may occur.

Business travel may occur.

Application information

Billerud NA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.

Why us?

• Be part of a Dynamic team within Billerud
• An opportunity to contribute to a more sustainable future
• Development and career opportunities
• Performance-based bonus, occupational pension and a number of different benefits according to company policy.
• Opportunity to hybrid working according to company standard.

Our recruitment process may include interviews, recruitment test, reference checks and alcohol & drug test.