Back to jobsProvide Level 1 in a large corporate environment with multiple global locations and 15k+ user base.
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.
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 Service Desk).
Researches and identifies solutions that can help expand or make support initiatives more efficient or effective. Simplify or automate IT operations and increase levels of IT service.
Effectively organizes and prioritizes tickets, enhancements and action items while making progress visible to customers and management.
Collaborate with other Information Technology teams to ensure support to business users utilizing Ball Corporation IT supported applications, devices, and supporting technology, is provided in a timely and courteous manner to effectuate complete customer satisfaction.
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.
