Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.
Site Support Analyst
The following position is open in New York, United States.
What makes this a great opportunity?
As an IT Service Delivery Analyst, you will act as a liaison between the business and IT organization. You will be responsible for managing and resolving tickets in ServiceNow within the SLA and provide support for IT related issues from software to hardware including applications, iPhones, workstations, and printers, escalating when needed. Your role will include taking ownership of end-user problems and following up with internal teams on behalf of the user and communicating the progress in a timely manner. You are required to document support information and resolution notes for knowledge base articles and participate in tasks and projects with a global team. The collective management of our hardware lifecycle (workstations, phones, peripherals, etc.) will be the responsibility of the local teams..
Role Responsibilities
Represent IT to the business, and be the voice of the business to IT
Align IT service offerings with business strategies, goals, and objectives
Participate in and collaborate with the Global Service Delivery teams
Troubleshoot 1st and 2nd level IT related issues from applications to hardware (workstations / phones / tablets)
Receive, log, and manage incidents and service requests using ServiceNow
Maintaining an asset inventory and track changes
Develop and maintain documentation / KB articles
Troubleshoot basic network issues
Escalate unresolved calls to the next level of support
Drive customer adoption and compliance
Develop and facilitate training sessions
Responsible for business satisfaction and the end user-experience
Suggest improvements ideas within the team
Suggest innovation initiatives to add value to the business
End-user training
Take ownership of incidents and follow up the status on behalf of the user and communicate progress in a timely manner to maintain a high degree of customer service for all support queries and adhere to all service management principles
Relationships
Reports To: IT Service Deliver Lead / Manager
Direct Reports: None
Key Organizational Interfaces:
Beam Suntory end-users, executives, and IT colleagues
Vendors and 3rd party service providers
Role Dimension: Local to your country / region
Geographic Locations Supported: Local support to country/region working with a global team to set standards and best practices
Qualifications & Experience
Strong Interpersonal skills; listening, empathy and emotional intelligence
Self-motivated person who gains satisfaction from providing an excellent end-user experience and has a customer service mindset
Team-oriented, collaborative individual with excellent problem-solving abilities
Understanding of IT Service Management
Strong troubleshooting methodologies
Ability to present and discuss technical information in a meaningful way to end-users
Documentation, Organization and Prioritization
Adhere to Service Level Agreements
End-to-end completion of tasks with proper communication and follow-up throughout
Excellent oral and written communication skills
Education / Experience
Bachelor's degree or educational equivalent
Minimum 3 years supporting Microsoft Windows 10, Office 365 and related hardware in a midsize company
Availability to travel < 5% of the time
Experience supporting iOS and macOS is a plus
Experience in a global role is a plus
ITIL certification is a plus
Please note - In an effort to ensure the health and safety of our workforce while doing our part to protect those around us, Beam Suntory is requiring proof of full COVID vaccination for US salaried employees in our offices and commercial field roles as a condition of employment, subject to medical/religious exemptions.
At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant's skills and experience.
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City
