L2 Service Desk Technician

Why Valvoline Global Operations?

Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate of Aramco, one of the world's largest integrated energy and chemicals companies, we continue to invest strategically and expand globally, driving unparalleled product innovation and sustainable business solutions.

Our corporate values of care, integrity, passion, unified, and excellence shape everything we do. Living out our values is what makes our company, our employees, our partners, our customers, and the communities we serve great.

When you join Valvoline Global, you join a culture that is committed to: treating all people with care, operating with integrity, striving for excellence in everything we do, showing passion about delivering on our commitments, and being unified in all our enterprise endeavors.

Valvoline is looking for a Service Desk Technician!

Key Responsibilities

•  Serves as the first point of contact for providing customer support via phone, email, chat, and/or self-service. Accepts and resolves requests/incidents/issues through the ServiceNow ticketing system.
•  Gathers all details related to user IT issues, creates/updates records with steps for resolving system IT problems. Takes responsibility for problem resolution and timely escalates/delegates incidents to the next level of resolution to provide efficient customer support.
• Familiar with all requests and ensures their timely execution. Responds to client phone calls and contacts clients via phone and/or email to assist in resolving incidents and issues.
• Provides feedback regarding process/documentation improvements. Uses remote management software to log into the client's PC to execute requested services and resolve incidents/issues.
• Utilizes the knowledge base and process to assist in resolving client issues and delegates tickets to the appropriate team based on submitted requests. Performs initial troubleshooting and resolves reported problems and incidents. Resolves incidents delegated by ServiceDesk L1 technicians, delegates incidents to L3 and other IT teams.
•  Performing all other duties assigned by immediate managers
• The employee is responsible for adhering to procedures regarding the confidentiality of information pertaining to:This applies to all existing procedures at the time of employment, as well as any changes/modifications to procedures that may arise due to business needs or changes in legislation.

Requirements:

Educational Qualification: IV, Computer Science and Information Technology

Valvoline Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Are you good at what you do? Join us.

The Company has put a process in place to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided, upon request, to applicants with disabilities in order to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1-800-Valvoline or email 1-800Valvoline@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

 Requisition ID: 842  #LI-KT1