You are responsible for
Have the expertise to find the root cause of a problem (recurring issue) by either their own analysis or involving required business or IT resources.
Supports specific complex global applications to resolve issues as reported by business end users within specific market(s).
Ensures that problems are resolved by their own analysis and if they cannot be resolved then the issue is escalated to 2nd line support for resolution.
Train end users on specific applications; provide advice on use of application(s).
Work closely with ITGS, Suppliers and others to ensure that end to end service support is delivered within the Market.
You are a part of
The interfaces with other IT staff at all levels, Partners and suppliers. Also, lead timely escalations which are key to user satisfaction.
To succeed in this role, you should have the following skills and experience
Bachelors’ degree or equivalent experience including certifications in a related field (Business, IT, Engineering)
6-8 years’ experience in IT, Business, or Engineering
Advanced English is required
SAP Key user is required
Understands some ITIL, Lean and related concepts.
Has interpersonal and communication skills needed to deal with end users. · Has good relationship and organizational skills.
Understands Philips IT processes for escalations and problem resolution
Provides support of major applications or set of applications.
Responsible for resolving issues related to assignment or escalating to next line of support.
Timely escalations are key to user satisfaction