Onsite IT Lead

IFF is a leading creator of flavors and fragrances, food and pharma ingredients used in a wide variety of consumer products and packaged goods. The Company leverages its competitive advantages of brand understanding and consumer insight combined with its focus on R&D and innovation, to provide customers with differentiated product offerings. IFF is a member of the S&P 500 Index. We have sales, manufacturing, and creative facilities in over 60 countries worldwide. For more information, please visit our website at .

Position Overview:

As a member of the Site Technology Servicing team you provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices within your sub regional remit. You provide hands-on support and apply your local knowledge and language skills to support IT related issues as defined by the Service Catalog.

Working days and hours are following the local business days and hours. You work closely together with the Regional IT manager, the Global Service Desk, Desktop Support Services and Remote Desktop Support Team. From time to time you might need to attend meetings and assist service windows outside office hours.

– Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Site Tech, whilst maintaining the right balance between customer service and operational excellence.

– Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization.

– Manage the workstation compliance dashboard for your locations(s) to a minimal number of defects.

– Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts and IT vendor management).

– Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Site Techs, (2) the way services are being perceived by IT and the business and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive).

– Manage the procurement and deployment of new, and the decommissioning of old computer hardware and software.

– Provide support to other offices, either remote or by traveling on location and managing outsourced Field technicians at 3 sites in Finland to ensure they are delivering the needed results.

Job Requirements

Required Skills:

– Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.

– Good communication and educational skills.

– Fluent Finnish language skills at all technical levels.

– Strong English language skills. Good verbal and written English communication skills.

– Ability to manage, plan and prioritize your daily work on an individual level.

– Strong teamwork and interpersonal skills.

Required Experience:

– Understanding of IT support / service delivery processes (eg. ITIL).

– Experience in supporting a large scale Workstation, Tablet and Smartphone environment, with Wireless and LAN technology, preferably in a multi-skilled helpdesk environment.

Preferred:

– Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (Win7, Win10), LAN, Remote VPN connectivity, MS O365, server technology, business applications systems (SAP), iOS and Android mobile devices.

– Experience in a 24/7 production environment with advanced IT integration across different platforms. Including ability to prioritize according to criticality and impact.

Key Performance Indicators:

– Customer Satisfaction for those Incidents processed and resolved locally.

– Response Time to Client and Response Time to other Teams for tickets processed locally.

– SLA performance, by Priority, on those Incidents processed and resolved locally.

– Average resolution time: How long did it take to restore services, by Priority?

– Open Incidents / Backlog at the end of each calendar month.

– Workstation Compliancy: number of reported defects on the local workstation and devices.

– Number of Incidents processed and resolved locally which could not have been done remotely (“local” Incidents).

– Process adherence and data quality: adherence to all IT processes, guidelines, and scripts.

– Contribution to continuous improvement: contribution to improving IT processes and services.

Please submit your CV and application in English as soon as possible. We review applications on an ongoing basis.

Job Location:

Hanko – Finland

IFF is an Equal Employment Opportunity Employer.

Genencor International Oy

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