Brenntag
Professional IT Support
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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
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