IT Helpdesk Specialist

FERRERO TÜRKİYE ÇİKOLATA VE TARIM ÜRÜNL.SAN.VE DIŞ TİC.A.Ş.

About the Role:

We’re looking for an IT help desk specialist to provide internal support for employees. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people.

The appropriate candidates should provide tier 0/1 helpdesk support for corporate applications, technology services and IT assets. He/She will be assigned to the Istanbul Headquarter of Ferrero.

Main Responsibilities:

IT Helpdesk Specialist will work as a Central Function. He/She will be responsible of managing Helpdesk activities;

• Acting as a single point of contact on behalf of the Company for IT related technical issues
• Evaluate, prioritize and respond to incidents and service requests in a timely manner to assist users for experiencing problems with hardware, software, networking and other computer-related technologies
• Log and track requests using IT costumer service software (SAP SOLMAN); maintain history and related problem documentation
• Dispatching the incidents and service requests to the right person in IT team
• Keep up-to-date on all Service Desk/ Helpdesk processes and troubleshooting procedures
• Keep informed costumers as well as management on the status of current resolution efforts
• Creating monthly service level reports
• Communicating with 3rd Parties for periodic service reports

Who we are looking for:

• BS Degree in a technical related field
• Having knowledge on Windows OS, MS Office and MS cloud solutions (Sharepoint, O365, OneDrive, etc.) on fundamental level
• Having knowledge on TCP/IP and client connectivity on fundamental level
• Strong customer service and troubleshooting skills
• Ability to support End-User devices
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Very good command of spoken and written English is mandatory. (Interviews will perform in English)
• Candidates should have SAP Solution Manager knowledge
• Good understanding IT Service Management and having ITIL Foundation certification is a plus
• Understanding of business applications and ERP is a plus
• 1-2 years of experience working in an international environment is a plus

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.