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What you'll love about this job

• An exciting customer facing role

• Working within a global wider network

• Learning and developing within an experienced and passionate team

This is Energizer Holdings, Inc.

Energizer Holdings responsibly creates products to make lives easier and more enjoyable. To do this, we lean into our culture as an organization – we win together, while serving each other, with a willingness to act boldly, all while doing right. Our colleagues hail from all backgrounds, nationalities and walks of life, but our shared mission and purpose make us one team. Because we’re a global organization, you will always have opportunities to learn, grow and develop in your career. We support flexible working arrangements wherever possible.

Position Summary

This position is a key member of the Global Information Technology Infrastructure team responsible for delivering IT services within the end-user computing environment and providing technical assistance to business users. This position is also accountable for triaging end user issues, as well as resolution of IT assets and office automation issues, including PCs, printers, mobile devices and networks. Reviews calls prior to providing second level support. Assists with small project implementation.

Responsibilities

Main Job Tasks and Responsibilities:

• Respond to requests for technical assistance in person, via phone, electronically or otherwise

• Diagnose and resolve technical hardware and software issues with a 90% first-touch resolution SLA

• Research questions using available information resources, knowledge base articles, training documentation, and other forums

• Advise Energizer Colleagues on hardware/software acquisitions, account creations, mobile devices and other system/resource access via Share Point Workflows and Info path generated request forms

• Update existing and create new support documentation for communication to global support personnel via custom Share Point knowledge base

• Follow standard help desk procedures and best practices in arriving at issue resolution

• Log all help desk interactions and maintain communication logs in ticketing system

• Install, configure, and troubleshoot all approved software as per Energizer guidelines

• Escalation of specific issues to appropriate teams while maintaining visibility as per escalation matrix

• Identify and escalate situations requiring urgent attention through use of on-call list, team leads, local site coordinators and other appropriate resources

• Track and route problems and requests through to completion, providing timely updates when applicable

• Stays current with system information, changes, updates, software versions and escalation routing practices

• Maintains integrity of energizer’s active directory system.

Other Duties and Responsibilities

• Shipping, receiving, and inventory control of loaner equipment

• Contributions to the continuous improvement of processes pertaining to the delivery of superior customer service

• Miscellaneous daily and nightly projects as assigned

• Provide check lists and issue documentation of high level outages to appropriate parties

What we are looking for

• University Degree or High School diploma plus five years' experience in related area

• Knowledge of desktop end-user technologies, including PCs, iOS, Android, Windows Phone, and Windows

• Experience with office automation software and tools including MS Office

• Desire to stay abreast of best practices and technologies that affect the business and ability to retain new skills

• Advanced problem solving skills and the ability to develop creative solutions proactively

• Demonstrated ability to multi-task

• Excellent written and oral communications skills, including ability to document issues and resolutions

• Excellent interpersonal skills and customer focus with ability to work collaboratively and deliver high-quality outcomes for IT and non-IT colleagues

• Team player with ability to work independently in a distributed work environment with flexibility to handle on-call responsibilities and with no direct supervision.

• Proficiency in English

Come join us!

Energizer is an equal opportunity employer, and we prohibit discrimination based on age, color, disability, marital or parental status, veteran status, national origin, race, religion, sex, sexual orientation, gender identity or any other legally protected status in accordance with applicable federal, state and local laws.