Workplace SD Analyst

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.

Purpose:

In line with organization's objectives and business needs, provide functional and technical support in Workplace Services Area.

Professional Experience:

Telephony Technical Support

• Involved in Incident, Problem and Service Request Management
• Provide workarounds and solutions based on Service Level Objectives
• In the case of Problem Management, report/escalate issue to Service Desk Manager or Senior Service Desk Analyst
• Propose or recommend IT Services modifications to the Service Desk manager to reduce user impact
• Refers more complex problems to problem managers and/ or senior level
• Participate to new IT Service testing, deployment and stablitization
• Maintain and stays current with evolving Information technology

Communication

• Clarify tickets logged wit requesters and communicate about resolution progress
• Ensure satisfactory customer service and prompt response times to the requesters
• Share her/his support knowledge with peers in the same team and maintain associted documentation
• Communicate with user community to provide the status of open problems and the changes associated with new solutions
• Escalate significant issues or outages to management
• Develop and maintain good working relationships, resolve problems, and positively influence others in order to successfully producte customer satisfaction

Information Security

• Ensure secruity rules implementation as per the policies

Academic Background:

• Required university degree in IT related degree
• Certification/ Training in the assigned area will be an added advantage

Professional Experience:

• Manage cloud- based calling, tracing out analog lines
• Minimum 2 years of experience in domain of expertise

Technical Skills:

• Working knowledge of DIDs
• Strong experience working with telecom providers.
• Prior experience working with 66 block and tone lines.
• Cisco Call manager experience preferred
• Working with phone company to provision and manage cloud-based calling Tracing out analog lines.
• General knowledge of IT infrastrucutre: Lan, Wan, Windows servers
• Basic knoledge in SAP system(account, print)
• ITIL qualifications is preferable but not essential
• Knowledge about business processes
• Fluent in English & one other language. Additional language is a plus

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.