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Global End User Support – APAC & EMEA

3 months ago   Information Technology   Hyderabad   77 views Reference: 25621
Job Details

Req ID: 223177W-01

Key responsibilities

  • Drives the adoption of a multi-channel experience including tools and capabilities around the Service Desk, inclusive of chat, text, video and self-help automation
  • Manages the day-to-day relationship with the Service Desks and regional IT teams in the region to ensure service and support delivery meets or exceeds the client’s expectations
  • Acts as escalation point in the region and drive issue resolution by managing the interaction across all IT teams, internal and external
  • Monitor KPIs and customer satisfaction and develop action plans to address areas needing improvements
  • Manages the delivery of regional end user services projects so they are on time, high quality and operate within budget
  • Represents the Service Desk in projects that will impact the Service Desk service levels
  • Manage intake and demand for ServiceNow enhancements regarding the end user portal and other channels managed by EUS
  • Communicates regularly with key regional stakeholders on IT services and their performance and on upcoming IT projects
  • Active contributor to the Global End User Services team


Position Requirements

  • Focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness.
  • Customer advocate and relentless passion to solve issues quickly with a demonstrated service mindset
  • Strong written and verbal communication skills
  • Build and maintain relationships with business clients and service/support teams
  • Strong organization skills and ability to prioritize competing demands

Critical Experience

  • Self-motivated professional able to work in a fast-paced and constantly changing environment
  • Adhere to IT policies and processes to ensure consistent quality of service
  • Capacity to lead by example and develop strong personnel performance goals
  • Able to drive process improvement to continually improve service and reduce costs
  • Able to engage with internal and external stakeholders, gain their confidence and persuade them to cooperate with initiatives where required
  • Experience with ServiceNow (ITSM if possible)


  • Bachelor’s degree required; Prefer in Computer Science, Management Information Systems (MIS) or related field.
  • Minimum 3 years of work experience in Information Technology or related experience required
  • Certification ITIL, Six Sigma, PMI are assets
  • Knowledge of Microsoft SharePoint, Microsoft Office and mobile computing devices is expected
  • Knowledge of ServiceNow is expected
  • This challenging role requires initiative, innovation, and problem-solving skills

Interested candidates Click on below link Apply Online and you will be redirected to Career Page of Company or Career url.

Company Description
Corteva is a major American agricultural chemical and seed company that was the agricultural unit of DowDuPont prior to being spun off as an independent public company. DowDuPont announced the Corteva name in February 2018, saying that it was "derived from a combination of words meaning 'heart' and 'nature.'"