Analyst

Denton, Texas United States

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.


And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of - for food, people and the planet.

Job Summary

Global Service Desk is Tetra Pak's single point of contact for IT related issues. We are a global team located in four different locations with a wide variety of nationalities and languages. Our main objective is to provide world-class IT support to all Tetra Pak users. We are now looking for a Global Service Desk Analyst who will provide IT support for user's IT environment remotely via phone/webchat and/or using remote assistance tools. This position is permanent and will be placed in Denton, Texas. Tetra Pak is not sponsoring work visas or relocation for this position.

What you will do

As our new colleague your main role is to provide IT support in our service desk.

Besides this your tasks will also include:

Solve tickets according to the Ticket Handling Documents.

Identify incidents that might be potential problems according to the Problem Management process.

Receives and prioritizes issues and forwards using appropriate escalation procedures.

Collaborate with global and local support teams.

Train and inform users promoting them to be self-sufficient.

Update documentation / shared information on the service desk web portal.

Comply to and promote Tetra Pak recommended processes and standards.


We believe you have

A minimum of three years of experience in a service support function.

Extensive hands-on experience with latest Microsoft products including Windows 11 and Office apps, PC Hardware and Software, SAP, Network and VPN, Mobile phones and Virtual desktops.

Experience working with ITSM tool, preferably ServiceNow Hands-on experience with computer hardware.

Ability to read, understand and follow technical documentation, routines and processes.

Experience from working with providing support using phone, chat and remote control in a global multicultural environment.

Experience in ITIL v3.0 Foundation.