تحلیلگر عملیات فناوری اطلاعات - تولید و پشتیبانی مشتری

Job Description

POSITION SNAPSHOT Location: Qazvin Factory Company: Nestlé Full-time. POSITION SUMMARY ● Be a single point of contact to provide advice, guidance, and the rapid restoration of normal services to its End-Users. ● Deliver timely support (scope, timing, content) for agreed priority processes. ● Ensure 1stlevel end-user support covering all PC-based solutions (Office365, Windows OS, Telephony Solutions, etc). A DAY IN THE LIFE … Systems Performance and Availability: ● Provide 1st level of IT infrastructure support e.g. Workstation, Printers, Network, etc to improve, streamline and standardize GLOBE ISIT support processes. ● Diagnose system-related incidents and take corrective actions for the timely resolution; escalate to the 2nd Level support where required. Day To Day Support: ● Logging, tracking, and closing ticket. ● First level support on phone. ● Assigning the tickets to the right resolution group. ● Ticket should be escalated/prioritized (as per the requirement) in line with. Service Level Agreement: ● Keep the user informed of the status of the open ticket ● Communicate planned/short term outages/changes as when require ● Daily Reporting (Open ticket, breached ticket, % of calls received, Abandoned call rate %, Number of incidents serviced in the scope of the SLA). Compliance to Globe Standards and Policies: ● Ensure compliance to GLOBE IT security policies, guidelines, and ISMS controls. ● Ensure adherence to the principles and practices of Nestle Continuous Excellence (NCE) e.g. LEAN - waste elimination approach, leading to the reduction of service time and process optimization across all layers of the organization. ● Provide support to the initiatives related to IT Security Awareness within the Market/Region.