Service Delivery Specialist

City : Mohali

State : Punjab (IN-PB)

Country : India (IN)

Requisition Number : 47051

Job Title IT ServiceDesk Specialist

Reporting Line BEA Service Manager lead

Department: IT

Date JD prepared

Management Level:

Role Purpose Statement

• The Service Desk Specialist responsibility is to ensure the day to day support for Netherland users in order to create a transparent and efficient communication between IT and the Business ; The ServiceDesk Specialist is responsible for the preparation, implementation and documentation for different IT projects that requires support . The ServiceDesk Specialist is responsible for being the central point of contact for  IT Infrastructure operations for projects impacting Switzerland, Desktop support, DC operations, Branch Support

Key Interfaces: Internal - External

Internal:  Internal: with all departments

External: Suppliers

Dimensions

Main Accountabilities

Key Performance Indicators (KPIs)

• Installation + configuration of new equipment like PC's (Desktop + Laptops), Printers (Local + Network), Phones (Digital + IP), Scanners (Local + Network), Software (Lotus Notes, MS Office, Etc.) for NEtherland

• Interface with centralized teams like Servers, Storage, Network, Security, Applications, and Database etc and get them to address dependent issues.

• Helpdesk + 1st + 2nd level Support for the above mentioned end-user equipment and software

• Patching, cabling supporting the DC team , Network  Team

• Managing the Intune implementation and mobile telephony equipment for Switzerland

• Perform the local / physical activities in the Geneva HQ and at Safehost for Datacenter

• Ensure complete and updated inventory of all IT Assets and regularly do the inventory check

• Actively monitor the request/ incidents coming via SNOW from users to ensure almost zero backlog

• Regular online proactive monitoring of all open service requests and monitoring allocation of the calls

• Ensure that the services are delivered as per the agreed SLAs

• Actively participate in IT projects in order to offer the best solutions (eg. VoIP, InTune)

• Participate in BEA Team meetings and supporting the BEA IT Projects

• Escalate critical issues to Senior Management and suggest corrective action.

• Successful completion and delivery of IT support for Users

  • Within timelines
  • High quality of solution -- Minimal set of defects 
  • Minimal/no business disruptions implementations

• Process standardization & infrastructure readiness

  • Harmonized processes in order to be able to improve efficiency of current support  
  • Solution in place to run defined process
  • High level of process adherence across BEA SD teams countries

• Daily technical support

• Manage tickets following the priority 

• Ensure ticket creation

• Propose solution proactively

• Help users with day to day activity

• Monitor Team Members activity

• • Training capabilities for the team

Knowledge, Skills and Experience

Competencies

• Education / diploma of IT support specialist or equivalent
• Bilingual (English / French)
• Good knowledge & experience of Windows products, Teams, Outlook , Office
• Good knowledge of database design concepts  Good knowledge & experience
• Doesn't need to know everything, but need to know where to find the information.

Openness and Communications

• Excellent communication and interpersonal skills
• Customer oriented

 Teamwork:  Team Oriented

Personal Effectiveness

• Creative, capacity to think out-of-the-box
• Works well under pressure
• Acts with discretion
• Acts according to Bunge standards of ethics and integrity

Decision-Making

At Bunge (NYSE: BG), our purpose is to connect farmers to consumers to deliver essential food, feed and fuel to the world. As a premier agribusiness solutions provider, our team of ~34,000 dedicated employees partner with farmers across the globe to move agricultural commodities from where they’re grown to where they’re needed—in faster, smarter, and more efficient ways. We are a world leader in grain origination, storage, distribution, oilseed processing and refining, offering a broad portfolio of plant-based oils, fats, and proteins. We work alongside our customers at both ends of the value chain to deliver quality products and develop tailored, innovative solutions that address evolving consumer needs. With 200+ years of experience and presence in over 50 countries, we are committed to strengthening global food security, advancing sustainability, and helping communities prosper where we operate. Bunge has its registered office in Geneva, Switzerland and its corporate headquarters in St. Louis, Missouri. Learn more at Bunge.com.

Every day our people exemplify these values, which represent Bunge at its core:

•    We Are One Team – Collaborative, Respectful, Inclusive
•    We Lead The Way – Agile, Empowered, Innovative
•    We Do What’s Right – Safety, Sustainability, With Integrity

If this sounds like you, join us!  We value and invest in people who believe in our purpose and are excited to live it every day – people who are #ProudtoBeBunge