Benjamin Baker Email & Phone Number

Lausanne, Vaud, Suisse

La Tour-De-Peilz, Canton De Vaud, Suisse

ITSM Service Management Specialist for a Swiss multinational based in Vevey.In this role he is responsible for the following duties:- IT Service Experience standards:o Responsible for optimizing, implementing, and maintaining IT Service standards and processes toensure efficient delivery of IT services across the organization.- IT Service Management (Incident, Problem, Request, Knowledge & Service Level):Oversee and ensure the effective implementation of processes and practices within the ITorganization, this includes:o Establishing and maintaining efficient incident management processes, analyzing trends toidentify underlying problems and initiate appropriate actions to prevent future incidentso Coordinates Problem investigation with relevant teams to implement preventive measures andminimize the impact of future incidentso Ensure a clear definition of Business Services, Support Groups, and Support Modelso Ensure that knowledge articles are created, reviewed, and updated regularly to support incidentresolution and request fulfillment- Service Level:Use available Service Level tools to drive and maintain the quality of IT products, this includes:o Generate reports to provide a comprehensive overview of IT service performance, trends, and areas for improvement enabling informed decision-making by IT teamso Conduct user satisfaction surveys to gather feedback on users' experience with IT services, aiming to identify areas for improvement and enhance overall service experience

In delegation for Nestlé Service Desk• Quality assessment, ticket queue management, help Service Desk analysts, Coaching, Knowledge Sharing.• End-users IT Support• On-call support for Nestlé factories and Nespresso boutiques • In charge of the End-Users communication related with IT.

World Tour

South America tour