Field Service Analyst

Angajator: PepsiCo
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 22.09.2018
    Scurta descriere a companiei

    PepsiCo offers the world's largest portfolio of billion-dollar food and beverage brands, including 22 different product lines that generate more than $1 billion in annual retail sales each. Our main businesses -- Quaker, Tropicana, Gatorade, Frito-Lay, and Pepsi Cola -- also make hundreds of other enjoyable and wholesome foods and beverages that are respected household names throughout the world. With net revenues of approximately $66 billion, PepsiCo's people are united by our unique commitment to sustainable growth by investing in a healthier future for people and our planet, which we believe also means a more successful future for PepsiCo. We call this commitment Performance with Purpose: PepsiCo's promise to provide a wide range of foods and beverages for local tastes; to find innovative ways to minimize our impact on the environment, including by conserving energy and water usage, and reducing packaging volume; to provide a great workplace for our associates; and to respect, support, and invest in the local communities where we operate. For more information, please visit and


    * Basic networking skills (TCP, DNS, using ping / tracert)
    * Windows OS administration skills
    * Microsoft Office
    * Basic hardware troubleshooting
    * Previous IT support experience, preferably in a multinational / corporate environment
    * Quick learner, able to adapt to a fast paced environment
    * Cat B driving license


    As a Field Service Agent, the job holder will be responsible for:

    * Delivering all the Field Service Tasks and Deliverables assigned
    * Providing L1 support either remotely or in person to the user base
    * Reviewing all the field service deliverables, ensuring all tickets and tasks are appropriately managed
    * Responsible for all Field Service SLA Adherence and Customer satisfaction within his area of responsibility
    * Interface and coordinate FS activities with 2nd3rd level support teams
    * “Hands and Feet” for Managed Service Suppliers (HCLBT)

    As a Service Desk Backup the job holder will be responsible for:

    * Provide Support and Backup to the Romanian Field Service Lead
    * Own the Service Desk Tasks and prioritization when ServiceDesk personnel are not available (medical, vacati
    * Support the Service Desk function during Technology Delivery
    * Review and ensure compliance to the SD/FS KPIs
    * Responsible for all Service Desk SLA Adherence within his area of responsibility

    From within IT Administration perspective, the job holder will be responsible for:

    * IT invoice processing
    * SAP order management – PO - reconciliation and follow-up
    * Infrastructure repair and maintenance activities
    * 3rd party IT Support Service Coordinati
    * Provide support and Backup to the Field Services Lead
    * Achieve 1st time fixes to all IT services or to provide adequate technical troubleshooting in calls escalated to 2nd or 3rd line support team
    * Work together with Tier 2 and Tier 3 to gain increased technical knowledge and capability, to fully understand changes to current technology or applications and to support the implementation of new technologies or applicati
    * Responsibility of all IT Operations incidents assigned (internal & external) captured within Service Management tool. Evaluate Incidents impact including the level of service disruption and the number of users affected.
    * Work towards achieving agreed KPI’s, response time, resolution time as well as calls assigned to the 2nd and 3rd Line support team
    * Promote the IT services and the appropriate usage to the business and continue to build our impact and visibility as a service function – Making Life Easy
    * Apply PI ITIL Service Management best practice to all aspects of role.
    * Collaborates on the resolution of the main incidences, by identifying temporary solutions or workarounds, contributing on task force generation (if incidence severity requests it) and providing feedback to end users to mitigate impact on Customer Satisfaction Survey
    * Reports formal or informal customer satisfaction to Field Services Leader or IT Operations Manager (. by means of surveys) and identifies improvement areas primary in Service Desk/Field Services area and overall in BIS functi
    * Ensure asset information relating to Service Desk & Field services is captured in the Configuration Management Database (CMS)
    * Responsible for Joiner, Mover and Leaver process, including EUC task
    * Manages the order and receiving of services, small inventories, IT assets (analyzing and processing purchase requisiti
    * Executes communication to EB users (including the communications performed during Critical Incident management process), performs translations of cascaded communications and training materials and adapt them to the EB MU if it is the case