Global IT Support Analyst
Do you want to work for a world-leading manufacturer who strives to build a better future through sustainability and innovation? Are you looking for a new challenge in a stable, fast-growing sector?
Join us, and build your career by helping us build the future.
We are a global leader in sustainable products with more than 21,000 team members worldwide. From infinitely recyclable aluminum cans, cups, and aerosol bottles, to aerospace solutions that enable our customers to have a deeper understanding of our planet and the universe. We produce all these incredible things with one unique purpose: crafting a better community, a better society, a better world.
Moreover, each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. And everyone at Ball is an everyday champion, making a difference by doing what we love.
We lead with our heads and our hearts and combine innovative thinking with a spirit of resiliency that keeps us moving forward in a relentless pursuit of new ways to make life, and the world, better. Whether we’re developing packaging that’s infinitely recyclable or aerospace innovations. Because what we create may change, but what we will always make is a difference.
Position overview:
This position is the main point of contact for the office users on all IT issues, been a liaison between the Ball ITS organisation and the business users as required.
Key responsibilities include:
- This is a customer facing operational support position requiring a strong understanding of the Ball Business and the impact of incidents or outages on Business people and their ability to perform their roles. This requires a customer focus ethic, good interpersonal skills and the ability to deal with people at all levels within the Business sectors.
- Each Support Analyst requires visibility of the incident and service request workload within the ITS tool in order to be able to prioritize the workload within their respective area of responsibility.
- Each Support Analyst has an obligation to fully understand the Incident Management Process, associated SLA’s and ensure that this process along with related IT Standards and Procedures are adhered to within the Support area in order that Business impact is minimised in relation to incidents.
- To communicate the status of incidents and service requests effectively to the user community, which should have a positive impact on the ITS NPS survey response results.
- To ensure hand off or escalation of tickets to the relevant resolver group in a timely manner so as not to impact the target SLA’s
- Provide 1st – 2nd line IT support by actively monitoring the IT support work load for respective locations and the region and prioritising task execution, ensuring an effective IT service for the business remotely or at the desk side,
- Ensure that the agreed IT standards and policies are utilised to complete support tasks
- Promote the utilisation of IT self service tools where these are available
- Participate in the regional on-call rota for high priority outages outside of core business hours
- To understand and think about Support on a global basis not only local
- Play a part in the integration of this team with the overall ITS Global Support function
- Play a part in the liaison of this team with the ITS EA, Global Support and Project functions
- To put forward ideas on continuous improvement measurements for the Support function, including CSFs, KPIs and associated metrics
Experience required:
- Ideally graduate educated to degree level in an IT
- Ability to own and proactively troubleshoot issues
- First line support of plant system applications/business applications
- Hardware diagnostics (workstations, mobile)
- Installation and setup of computers, mobiles and peripherals
- Microsoft products knowledge (Office365, Teams, Outlook)
- Configuration and support of Cisco soft/hardware from different IT areas (Networking, Collaboration, Mobility & Wireless) (with advice and approval from GSC)
- Support of Microsoft OS software (workstations, servers)
Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation.
Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.
No agencies please.
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If you are interested in the position and your profile fits with the above requirements, please send us your resume. Please note that only shortlisted candidates will be contacted. |
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