Delivers high quality Level 2 software and hardware support through excellent incident, problem, and request management, including the logging, assigning, escalating, and resolving incidents and requests.
Supporting installations/dismantling of servers & network equipment (together with appropriate service providers.
Maintain availability of IT infrastructure Server /Network & EUC to ensure high level of user experience to IT Services.
Follow ITIL and ITSM frameworks and standards for IT service delivery and management.
Assisting in local IT projects.
Drives customer awareness of existing tools and services. Provide high quality, up to date and easily accessible knowledge.
Performs visits from time to time across sites thereby optimizing customer usage of technology supported by Direct Services, as required by your Manager.
Interacts with Third Party Suppliers relevant to the software and hardware owned by the Direct Services team.
Leveraging their expertise on innovation, service improvement and problem management and ensure compliance of the
Third Party to PepsiCo’s policies and standards.
Uses interaction and incident system to log, assign and escalate tickets.
Serves as the key interface with the backline support teams to prevent problems, facilitates problem resolution, and provides overall outstanding customer services.
Requirements
Experience in IT End Users Field Service, or similar role.
Bachelor’s degree in management information system, Computer Science, or related field.
Knowledge of IT Service Management (ITIL) processes, and ITSM process management tools.
Familiar with network devices and equipment, such as routers, switches, firewalls, etc.
Knowledge of ITIL Service Management principles.
Knowledge of core components that deliver an IT application.
Strong interpersonal skills, ability to communicate well with customer groups, participating in meetings/discussions, driving ideas, and influencing third party providers.
Experience of dealing with high executives and with customer/client groups.
Experience of supporting services/applications.
Excellent time management and priority setting skills.
