Gio Service Delivery Expert

**How will you CONTRIBUTE and GROW?**:
The Global Infrastructure & Operation Department (GIO) was created to enable high speed execution of the Group’s IT transformation projects and to run global services.

GIO is part of the Air Liquide IT legal entity, delivering infrastructure services to our BIS (Business Information System) customers world wide.

The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services to its customers across all the Americas (through the 3 Clusters : North America, Latin America, Airgas) and their respective Entities, encompassing more than 25,000 employees.

Within the GIO entity, End User Services in the Americas Hub covers the following activities : End User On-site Support, Digital Workplace, Connected Workspace, App & Device Management and additional Global Operations.

The End User On-site Support role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, and require that the individual give in-person, hands-on help at the desktop level. The incumbent will carry out all responsibilities while promoting Air Liquide's safety and quality practices.
- Troubleshoot hardware and software problems: Diagnose and troubleshoot computer hardware and software issues, including desktops, laptops, printers, mobile devices, operating systems and peripherals.
- Install and configure IT equipment: Install, configure, and maintain computer systems, software, and peripherals, ensuring proper functionality and adherence to security protocols and Air Liquide Standards.
- Incident management: Document and track all support requests and incidents, ensuring timely resolution and escalation of critical issues. Utilize ticketing systems to maintain accurate records and monitor trends for recurring issues, following defined procedures and meeting specified SLAs
- Hardware and software upgrades: Collaborate with the GIO-EUS team to plan and execute hardware and software upgrades, migrations, and deployments across the organization.
- Network and connectivity support: Troubleshoot network connectivity problems, including LAN, WAN, and VPN-related issues. Collaborate with network administrators to resolve complex networking problems.
- Maintain knowledge base: Continuously update and contribute to the organization's knowledge base, including user guides, FAQs, and troubleshooting documents to promote self-service options for end-users.
- IT asset management: Assist with tracking and managing IT assets, including inventory management, equipment procurement, and disposal in compliance with organizational policies and procedures.
- Adhere to security protocols: Ensure compliance with IT security policies and Air Liquide procedures, including data protection, access controls, and confidentiality measures.

**__________**:
**Are you a MATCH?**:
**Education Requirements**
- Bachelor’s degree in Computer Science, Management Information Systems or other relevant area (or equivalent experience)

**General Requirements**
- 2+ years of experience in IT infrastructure in large multinational companies, if possible with a End User Service major

**Knowledge and know-how specific to the position**
- Experience in imaging of Desktop/Laptops
- Experience deploying corporate managed Mobile Devices (MDM)
- Knowledge in Windows 7,10
- Knowledge of End User related devices (Laptops, Desktops, Tablets, Chromebooks, Mobile Devices)
- Experience with the IT Infrastructure Library (ITIL) framework
- Experience with a ITSM tool with preference for Service Now
- Fluency in English mandatory in a multicultural environment. French is a Plus

**Our Differences make our Performance
**At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.