Global Support 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**

**Position overview**:
This position is the main point of contact for the office users on all IT issues, been a liaison between the Ball ITS organisation & the business users as required.

**Key responsibilities include**:

- This is a customer facing operational support position requiring a strong understanding of the Bali Business and the impact of incidents or outages on Business people and their ability to perform their roles. This requires a customer focus ethic, good interpersonal skills and the ability to deal with people at all levels within the Business sectors.
- Each Support Analyst requires visibility of the incident and service request workload within the ITS tool in order to be able to prioritize the workload within their respective area of responsibility. Proper and correct update of tickets and proactive liaison with ServiceDesk analysts is also crucial to the success of this role.
- Each Support Analyst has an obligation to fully understand the Incident Management Process, associated SLA's and ensure that this process along with related IT Standards and Procedures are adhered to within the Support area in order that Business impact is minimised in relation to incidents.
- To communicate the status of incidents and service requests effectively to the user community, which should have a positive impact on the ITS NPS survey response results.
- To ensure hand off or escalation of tickets to the relevant resolver group in a timely manner so as not to impact the target
- Provide 1st — 2nd line IT support by actively monitoring the IT support work load for respective locations and the region and prioritising task execution, ensuring an effective IT service for the business remotely or at the desk side,
- Ensure that the agreed IT standards and policies are utilised to complete support tasks
- Promote the utilisation of IT self service tools where these are available
- Participate in the regional on-call rota for high priority outages outside of core business hours
- To understand and think about Support on a global basis not only local
- Play a part in the integration of this team with the overall ITS Global Support function
- Play a part in the liaison of this team with the ITS EAJ Global Support and Project functions
- To put forward ideas on continuous improvement measurements for the Support function, including CSFs, KPls and associated metrics
- Ad hoc projects as well as other assignments following the need of company

**Experience required**:

- Ideally graduate educated to degree level in an IT
- Ability to own and proactively troubleshoot issues
- Hardware diagnostics (workstations, mobile)
- Installation and setup of computers, mobiles and peripherals
- Microsoft products knowledge (Ofice365, Teams, Outlook)
- Configuration and support of Cisco soft/hardware from different IT areas (Networking, Collaboration, Mobility & Wireless) (with advice & approval from GSC)
- Support of Microsoft OS software (workstations, servers)

When you join Ball you belong to a team of over 22,000 members worldwide. Our products range from infinitely recyclable aluminum cans, cups, and aerosol bottles, to aerospace solutions that enable our customers to have a deeper understanding of our planet and the universe.

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.