Service Desk Analyst

Job Description:


Job Description

What are we looking for?

• An Analyst to resolve reported incidents/requests in a timely manner.
• Ensure customers are always up to date with the status of their reported issues/requests. Keep customers informed of the status of their case handling; use service-oriented, not only technology-oriented approach.
• Work with other Mars Service Desk (MSD) and Mars Support teams to manage and resolve incidents and also to drive improvements or increase of MSD scope.

• Critical Project Support: Assist with high-priority projects within IT Operations, including the implementation and integration of advanced solutions such as the Service Catalog FOR IT Operations and New Generation AI Bot and other innovative technologies.
• Service Optimization: Actively contribute to the enhancement of service delivery processes, identifying opportunities for improvement, and driving operational efficiency with a focus on automation and AI-driven solutions.
• Project Management and Implementation: Manage or participate in the rollout of global projects, adhering to established processes and ensuring successful delivery within defined timelines and quality standards.
• Work with other MGS (Mars Global Services) teams and supporting resolutions in case of escalations.
• Contribute to Service Ops Call Centre availability by handling multiple user contacts at the peak call center hour.
• Be a role model for Service Operations Technicians, Interns
• Contribute to high collaboration MGS IT Operations team.
• Act as a resource of MGS Projects, as required

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.