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Givaudan is the global leader in the creation of flavours and fragrances. In close collaboration with food, beverage, consumer product and fragrance partners, Givaudan develops tastes and scents that delight consumers the world over. With a passion to understand consumers’ preferences and a relentless drive to innovate, Givaudan is at the forefront of creating flavours and fragrances that ‘engage your senses’. The Company achieved sales of CHF 5.5 billion in 2018. Headquartered in Switzerland with local presence in over 145 locations, the company has almost 13,600 employees worldwide. Givaudan invites you to discover more at www.givaudan.com.

Workplace Service Center Manager

Workplace Service Center Manager - Your future position?

 

Overall mission:

 

In line with organization’s objectives, supervise Service Desk support to end-users for Workplace Services (PC, phones, etc…), to ensure operational

continuity and effective problems resolution, according to business needs 

 

In this role you will:

 

Service Desk Coordination

  • Ensure support request falling under SD responsibility are process in a timely manner (according to SL agreements with business) and according to process definition.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Ensure escalation to upper level of support is done swiftly and followed up regularly
  • Recommend systems modifications to reduce user problems. Maintain highest level of technical skill in field of expertise.
  • Liaise with business users to report and get resolution for IT technologies provided and
  • supported by Corporate IM&T Department.
  • Ensure satisfactory customer service and prompt response times to the end users.
  • Develop and maintain good working relationships, resolve problems, and positively influence
  • others in order to successfully produce customer satisfaction.
  • Ensure optimal collaboration on tickets within the region but also in coordination with other regions (follow the sun principle) and other WS&NLI groups
  • Ensure adherence to global IM&T policies and procedures

 

People Management

  • Supervise direct reports (including external resources) and their respective activities; ensure
  • HR global processes are followed, ensure proper allocation of Service Desk Analysts between on-site intervention and remote tickets or based on language pools
  • Manage people schedule/planning within country Coach new comers on Givaudan procedures
  • Play the role of senior analyst to help his team.
  • Information Security
  • Ensure security rules implementation as per the policies.

 

Continuous improvement

  • Provide recommendation on improving incident and request management
  • Recommend systems modifications to reduce user problems. Maintain highest level of technical skill in field of expertise. 

 

You?

Are you someone who wants to grow and shape your own world? Who thrives being in a culture where you can express yourself in a creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? Then come and join us – and impact your world.

 

Your professional profile includes:

 

  • Required university degree in IT related degree.
  • Certification/Training in the assigned area will be an added advantage.
  • Fluent in English
  • Minimum 4 years of experience within a Service Desk.
  • Team management experience preferred.
  • Knowledgeable in the Service Desk domain of expertise (PC, Phones, Printers).
  • Good Knowledge on mainly incident and service request management processes.
  • Good Knowledge about business processes.
  • ITIL qualification is preferable but not essential

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