Service Desk Ops Sr Technician

Job description

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

Mars has net sales of more than $33 billion, operates six business segments including Petcare, Chocolate, Wrigley, Food, Drinks, Symbioscience, and more than 75,000 Associates worldwide that are putting its Principles into action to make a difference for people and the planet through its performance.

Mars brands include: Petcare – PEDIGREE®, ROYAL CANIN®, WHISKAS®, BANFIELD® Pet Hospital, CESAR®, SHEBA®, DREAMIES® and NUTRO®; Chocolate – M&M’S®, SNICKERS®, DOVE®, GALAXY®, MARS®, MILKY WAY® and TWIX®; Wrigley – DOUBLEMINT®, EXTRA®, ORBIT® and 5™ chewing gums, SKITTLES® and STARBURST® candies, and ALTOIDS® AND LIFESAVERS® mints. Food – UNCLE BEN’S®, DOLMIO®, EBLY®, MASTERFOODS®, SEEDS OF CHANGE® and ROYCO®; Drinks – ALTERRA COFFEE ROASTERS™, THE BRIGHT TEA COMPANY™, KLIX® and FLAVIA®; Symbioscience – COCOAVIA® and WISDOM PANEL®.

 

Key Responsibilities/职位描述

·  Support IT users through incoming calls, instant messaging, emails and self-service tool generated tickets.
·  Resolve reported incidents/requests in a timely manner, meeting agreed operational and service SLAs, at the right level of quality and with high customer satisfaction.
·  Keep IT users informed of the status of their case handling; use service-oriented, not only technology-oriented approach.
·  Demonstrate developed customer focus skills and courtesy to the customer, especially for technically complex cases.
·  Contribute to Service Desk Call Centre availability by handling multiple user contacts at the peak call centre hour.
·  Work with other Mars IS teams to solve IT user tickets.
·  Search for opportunities to improve operation/service delivery, recommend improvement and seek for approval to implement.
·  Roles/Activities (depending on assignments, examples below):
·  Main contact to review operations with local teams
·  Responsible for Call Monitoring
·   Working Shift organisation
·  Contribute to high collaboration MIS Service Desk team.

 

Qualifications/任职条件

 

1.  Education & Professional Qualification：Bachelors Degree or equivalent (IT degree preferred,ITIL certification would be desirable)

2.  Knowledge/Experience:

·  Basic/advanced technical skills
·  Experience working in a team delivering IT operations/service or fresh graduated but with strong potential is recommended (Have experience in club activities or campus project experience is preferred)
·  Ability to quickly gain knowledge of Mars technology and application environment.
·  Good English language skills both verbal and written.
·  Strong analytical and problem solving skills
·  Strong customer service skills
·  Strong communication skills

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.