Service Desk Analyst

Further your career at Ball, a world leader in manufacturing sustainable aluminum packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!

Ball is thrilled to receive Newsweek's 2023 Top 100 Global Most Loved Workplace award! As a sustainable product leader, we have over 21,000 global team members. From endlessly recyclable aluminum cans, and cups, to aerosol bottles, our goal is to contribute to a better community, society, and world.

Position overview:

The Support Desk team at Ball is responsible for delivering round-the-clock assistance for end-user requests or issues with the company’s services, systems, and platforms essential for business operations. This role bridges IT and the Business, integrating with the global support model and its processes and metrics. Responsibilities include monitoring and prioritizing support queues (email, phone, chat and ticket queues), providing first-level support, and aiding in the continuous improvement of support processes and knowledge base articles.

Key responsibilities include:

• Collaborate with IT teams to ensure prompt and courteous support to business users of IT-supported applications, devices, and technology, ensuring complete customer satisfaction
• Contribute to the processes and tools necessary for executing the end-user support mission, ensuring adherence to standard procedures and equipping the team with the required tools and training.
• Address and resolve user-reported IT system issues promptly and efficiently, in line with user expectations.
• Set and manage user expectations through Service Level Agreements, working with other supervisors to ensure consistent execution across regions
• Collaborate with regional support teams to deliver high-level service to customers in a global environment
• Maintaining a high standard of customer service and professionalism in all interactions with users
• Maintaining accurate and up-to-date documentation of IT systems, procedures, troubleshooting steps, and resolutions
• Identifying recurring issues or trends in incidents and escalating them to higher-level support teams or management for further investigation and resolution
• Reference: zFJPHvyhlZS1aAxGrxZ0Y_4h2Kg4Cbe9-WVW6QAnVDI.

What are we looking for?

• Training in a related field typically acquired through formal education or of job-related experience
• Relevant working experience in IT or Customer Service environment  (1+ years)
• Advanced knowledge of current personal computer technologies and hardware capabilities
• Familiarity with Microsoft Windows operating systems and its native tools such as Microsoft Office (Word, Excel, Outlook) or equivalents
• Fluent English language

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation.

When you join Ball you belong to a team of over 21,000 members worldwide. Our products range from infinitely recyclable aluminum cans, cups to aerosol bottles that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

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.