Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid and helped to avoid around 9 million tons of CO2 in FY 2023. With sales of USD 2.0 billion in FY 2023, Landis+Gyr employs around 6,900 talented people across five continents. 

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape. 

Join us at Landis+Gyr, where we manage energy better! 

Objectives for the job:

The IT Service Desk Support will provide first contact IT support to the end user.  The role predominately processes IT service requests, incidents, management of end users assets, onboarding/offboarding, projects and adherence to compliance activities. 

The end user normally contacts IT via phone, email or service desk tool, where first level analysis is done to review and resolve the ticket type.  The IT Service Desk is supported through the use of knowledge base articles and a peer network.  Where issues arise and further follow-up is required, tickets can be escalated to level 2 in Client Services.

The role requires a strong customer focus with a “can do” attitude as well as attention to detail and quality.

As Landis + Gyr is a global organization, Service desk support works beyond the local organization to provide support to the end user. The position predominately is onsite but remote work may be supported.

Missions:

• Answer, triage, prioritize and resolve incoming helpdesk tickets through the service desk system where users experience issues with hardware, software, networking and other computer-related technologies. Tickets will be owned and escalated to comply with SLA’s.

  •             Monitor ticket queues, assign tickets to appropriate internal and external support staff.

  •             Provide prompt, honest, and accurate feedback to customer related inquiries or issues.

  •             Logs and tracks calls using service desk ticketing tool and maintains history records and related documentation.

  •             Work to aligned processes and support audit requirements and reviews (ISO27001 and others)

  •             Workstation build using various processes and tools.

  •             Ensures only licensed software is installed through various reviews and compliance is adhered to.

  •             Coordinate hardware/software problems with third party support vendors.

  •             Management of all FR workstations Fleet, FR Mobiles phones fleet through CMDB tool and process

  •             Disposal of workstations through agreed process

  •             LAN Management – In collaboration with internal and external network teams

  •             Ensure end user assets and information are managed and provided timely during onboarding/offboarding process.

  •             Coordination of procurement activities that initiates from a service request

  •             Contribute to internal documentation, including knowledgeable articles, videos, and white papers

  •             Perform administrative tasks on Active Directory (Names, Phone Numbers, Managers, Groups, etc)

  •             Supports and adheres to Company’s core values.

  •             Performs other duties or responsibilities as assigned or required.

  •             Supports and adheres to Company’s Code of Conduct and Ethics Policy.

  •             Represents Company in a positive, professional manner when working with both internal and external customers.

Required Minimum Level of Education: Technical/Trade School

Required Minimum Years of Experience: 1+

Desired Education/Experience:

• Technical/Trade School in computers, electronic engineering or similar, or relevant industry experience.
• Working in an ITIL environment
• Managing and working with service desk tools, like ServiceNow.

Required/Desired Certifications:

• General network certifications
• Computer certification is highly desired

Microsoft certifications highly desired

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