Information Technology Help Desk

Mission of the Role

The ET&T (Enterprise Technology & Transformation) US Site Specialist acts as the primary technology representative for the US affiliate, ensuring efficient delivery of IT services, operational continuity, and effective alignment with ET&T standards.

The role is responsible for coordinating local IT activities, supporting business users, managing relationships with local IT service providers, and acting as the primary interface between the US organization and corporate Strategy, Infrastructure, Applications, Service Desk, Data & AI Information Security and ET&T QA/IS teams.

The position requires a hands-on professional capable of independently managing daily operational issues while coordinating the resolution of more complex incidents involving corporate support teams and external vendors.

Key Responsibilities

Local IT Operations & User Support

• Serve as the primary IT contact for all employees within the US affiliate.
• Management of first/second level problems through a structured ticketing flow
• Provide hands-on support for hardware, software, mobility, collaboration, and workplace technologies.
• Coordinate and oversee incident and service request resolution.
• Monitor user satisfaction and ensure timely response to operational issues.
• Support onboarding, role changes, and offboarding activities according to HQ ET&T processes.
• Assist local users in the adoption and effective use of corporate IT solutions.

Coordination with HQ ET&T Teams

• Act as the local liaison between US business functions and HQ ET&T.
• Coordinate the resolution of complex infrastructure, network, workplace, and application issues.
• Escalate incidents and requests to the appropriate HQ teams.
• Support implementation of global IT initiatives, upgrades, and transformation programs.
• Facilitate communication between local stakeholders and technical experts.
• Ensure adherence to global standards, policies, and governance models.

Vendor & Managed Service Provider Management

• Coordinate daily activities performed by the local IT service provider.
• Monitor service quality and compliance with agreed service levels.
• Manage operational escalations involving local vendors.
• Review recurring issues and ensure corrective actions are implemented.
• Support HQ Procurement and ET&T functions in vendor performance evaluations.
• Ensure external providers comply with corporate security and compliance requirements.

Infrastructure & Workplace Services

• Coordinate support activities related to:
• End-user devices
• Microsoft 365 services
• Printers and peripheral devices
• Meeting room technologies
• Local network connectivity
• Telecommunications services
• Maintain visibility on the health and performance of local IT services.
• Support asset lifecycle management and inventory controls.
• Coordinate local installations, relocations, and infrastructure upgrades.

Business Applications Support

• Act as first local point of contact for business application issues including SAP-related end-user issues.
• Support users in day-to-day operational activities involving corporate applications.
• Coordinate with HQ Application teams to resolve incidents and implement enhancements.
• Participate in testing activities, user acceptance testing, training initiatives, and deployments.
• Collect and document business requirements and improvement requests from local stakeholders.
• Support and coordinate SAP-related change requests, minor enhancements, and release/testing activities (e.g., regression and user acceptance testing) in coordination with HQ SAP teams and Quality/Validation functions, ensuring compliance with GxP change control requirements.

Information Security, Compliance & Governance

• Ensure local adherence to HQ ET&T, IS (Information Security) and ET&T QA/IS policies and procedures.
• Support cybersecurity awareness and compliance initiatives.
• Assist during internal audits, inspections, and compliance reviews.
• Report potential security risks, vulnerabilities, and policy deviations.
• Support implementation of security controls and remediation plans defined by HQ teams.

Continuous Improvement

• Identify recurring operational issues and propose improvement opportunities.
• Support automation and standardization initiatives.
• Maintain accurate IT documentation, asset records, and support procedures.
• Contribute to improving service quality and user experience across the US organization.

Profile Requirements

Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or related field.

Experience

• 3-5 years of experience in IT Operations, Service Desk, Infrastructure Support, or End User Services roles.
• Experience in a multinational environment is preferred.
• Previous experience working with external IT service providers or managed services partners.
• Experience supporting both business and technical stakeholders.
• Exposure to regulated industries such as pharmaceutical, healthcare, medical devices, or manufacturing is considered an advantage.

Technical & Digital Competencies

Good understanding of:

• Microsoft 365 ecosystem
• Windows operating systems
• Active Directory / Microsoft Entra ID
• Endpoint and device management
• Basic network troubleshooting
• VPN and remote access technologies
• IT Service Management processes
• Incident, Request and Change Management
• Basic understanding of SAP navigation, ticketing, and core business processes (e.g., order-to-cash, procure-to-pay)
• Collaboration platforms such as Microsoft Teams and SharePoint

Preferred:

• Microsoft Intune
• Azure fundamentals
• ServiceNow or equivalent ITSM solution
• SAP user support experience
• ITIL Foundation certification

Skills & Competencies

• Strong customer and service orientation.
• Excellent troubleshooting and analytical skills.
• Hands-on attitude with strong ownership mentality.
• Ability to prioritize activities in a fast-paced environment.
• Strong communication and stakeholder management skills.
• Ability to coordinate multiple teams across different geographies.
• Collaborative and team-oriented mindset.
• Ability to work independently with limited supervision.
• Strong organizational and documentation skills.

Success Measures

Within the first 12 months, the ET&T US Site Specialist is expected to:

• Become the trusted IT partner for the US affiliate.
• Ensure effective coordination between local users, HQ ET&T, and external service providers.
• Improve responsiveness and quality of IT support services.
• Reduce recurring incidents through proactive management and escalation.
• Ensure compliance with HQ policies and standards.

Contribute positively to user satisfaction and operation