Professional IT Support

Responsibilities:

• The role of the IT Infra Run, Tier 1&2 is to ensure IT Infra Run (which includes Service Desk, Site Support and Network Run) performance is in line with expectations. • The person will be responsible at an operational level, for providing a workable organization and structure within EMEA , North Cluster. • Ensure alignment between the clusters as well as to global standards • Responsible and accountable for Tier 1&2 responsibilities, namely: • First line of Support- User Focused • Second line of Support- User and Infrastructure Focused • Ensure proper support organization meeting SLA and target metrics • Meet the implemented SLAs following the guidance from the ITSM organization • Adhere to Information Technology Infrastructure Library (ITIL) standards and best practices following the guidance from the ITSM organization • Develop & maintain business relationships with stakeholders to ensure IT Infra Run performance is in line with expectations • Work together with IT Infra team members of other clusters, for best practice sharing and collaboration • Work together with other IT Teams for proper support within EMEA , North Cluster, assets deployment and SOP • Act as a technical escalation point • Acts as the point of contact for IT Infra Run within EMEA , North Cluster • Responsible for the quality and delivery of technology support services • Escalate when/where needed; Ensure communication succinctly to end users and across teams

Brenntag TA Team