IT Service Desk Coordinator

Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good. There’s much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with. Dive into varied, flexible, and stimulating environments. Meet empowered professionals to partner with, befriend, and stretch your skills alongside. Every day, your energy, your creativity, and your determination will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.  
 

IT Service Desk Coordinator, your future role?

You will provide functional and technical support to users in our Mexico, Andean and Central America region workplaces regarding IT applications and devices. You will also coordinate, train and provide guidance to our Service Desk team, and promote knowledge sharing to ensure excellence in service.

You will report to the Workplace Service Desk Manager and you will work onsite at our corporate offices.  This role can be located either in our Mexico City offices or in our Bogotá, Colombia facilities.

Your main responsibilities will be:

• Manage and clarify tickets logged by requesters and communicate to them the resolution progress.
• Implement the Service Level Objectives (SLO).
• Ensure satisfactory customer service and prompt response times to the requesters based SLO.
• Conduct root cause analysis on recurring and complex incidents.
• Recommend IT Services modifications to the Service Desk manager to reduce user impact.
• Participate in new IT Services testing, deployment and stabilization.
• Escalate recurring issues to the management.
• Escalate issues or outages to the management team.
• Ensure security rules implementation following our policies and participate in risk identification.
• Communicate with the user community to provide the status of open problems and the changes associated with new solutions.
• Coach less experimented team members in daily work procedure and expertise, including communication to the user community.
• Share your support knowledge with your colleagues and maintain associated documentation.

You?

Your professional profile must include:

• University degree in IT-related field.
• At least 5 years of experience in IT Service Desk, providing user support.
• At least 1 year of experience leading IT user support teams.
• Knowledge of Microsoft-based operating systems
• Knowledge of IT infrastructure: Lan, WAN, Windows servers, active directory.
• Knowledge of informatics hardware (PC, Printer, scanner, smartphones, etc.).
• Knowledge in SAP system.
• Knowledge of ITIL.
• Intermediate level of English, both oral and written.

Our benefits

• Annual bonus.
• Healthcare and medical insurance.
• In-company English lessons.
• Career Development Opportunities with access to many virtual learning sessions.
• International working environment.
• Quality of Life program.

#LI-Onsite

At Givaudan, you contribute to delightful taste and scent experiences that touch people’s lives.
You work within an inspiring teamwork culture – where you can thrive, collaborate and learn from other talented and passionate people across disciplines, regions and divisions.
Every essence of you enriches our world.
Diversity drives innovation and creates closer connections with our employees, customers and partners.
Givaudan embraces diversity and is committed to building an inclusive environment where everyone impacts our world.