Job Description:

Senior Support Service Desk Analyst

• Using defined knowledge solutions and own technical expertise in specific field of IT, solve user and technology tickets (incidents, requests, alerts) with high quality, providing great customer experience to customers and right the first time.

• Monitor ticket queues and handle dispatch internally and to other support groups.

• Lead local and global projects aiming the increase of efficiency.

• Leverage collaborative through deliverables and developments by creating or participating in initiatives within MGS Digital Technologies.

What are we looking for?

Analyst being able to resolve reported incidents/requests in a timely manner.

Ensure customers are always up to date with the status of their reported issues/requests. Keep customers informed of the status of their case handling; use service-oriented, not only technology-oriented approach.

Work with other Mars Service Desk (MSD) and Mars Support teams to manage and resolve incidents and also to drive improvements or increase of MSD scope.

What will be your key responsibilities?

• Support IT users through incoming calls, emails and digital channels (Portal and Marta – Bot).

• Resolve reported incidents/requests in a timely manner, achieving agreed operational and service SLAs, at expected quality and high customer satisfaction. Work with other MGS (Mars Global Services) teams to solve IT user tickets.

• Keep IT users informed of the status of their case; use service-oriented, not only technology-oriented approach.

• Demonstrate developed customer focus and technical skills, besides easy on getting adapted to different scenarios, especially for:

End to end ticket troubleshooting and analyses leader

Enterprise Collaboration Support Community

Technically complex cases and Escalations

• Contribute to Service Ops Call Centre availability by handling multiple user contacts at the peak call centre hour.

• Search for opportunities to improve operation/service delivery, recommend improvement, assuming accountability but always with the expected alignments and approvals before implementation.

• Be a role model for Service Operations Technicians, Interns and be responsible for specifics team roles, such as TechLeads, Segment Leads, Champions

• Roles/Activities (depending on assignments, examples below):

- Real-time operation monitoring, helping guarantee analysts available on each support channel

- Interns supervisor

- Operational internal Excellence Coordinator

- Main contact to review operations with local teams

- Responsible for Call Monitoring

- Working shift organization

• Contribute to high level collaboration MGS IT Operations team and support the line manager’s activities

• Act as a resource of MGS Projects, as required

What can you expect from Mars?Work with diverse and talented Associates, all guided by the Five Principles.Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.Best-in-class learning and development support from day one, including access to our in-house Mars University.An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, 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.