Information Technology Help Desk
Denrose Search GroupMission of the Role
The ET&T (Enterprise Technology & Transformation) US Site Specialist acts as the primary technology representative for the US affiliate, ensuring efficient delivery of IT services, operational continuity, and effective alignment with ET&T standards.
The role is responsible for coordinating local IT activities, supporting business users, managing relationships with local IT se
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rvice providers, and acting as the primary interface between the US organization and corporate Strategy, Infrastructure, Applications, Service Desk, Data & AI Information Security and ET&T QA/IS teams.
The position requires a hands-on professional capable of independently managing daily operational issues while coordinating the resolution of more complex incidents involving corporate support teams and external vendors.
Key Responsibilities
Local IT Operations & User Support
• Serve as the primary IT contact for all employees within the US affiliate.
• Management of first/second level problems through a structured ticketing flow
• Provide hands-on support for hardware, software, mobility, collaboration, and workplace technologies.
• Coordinate and oversee incident and service request resolution.
• Monitor user satisfaction and ensure timely response to operational issues.
• Support onboarding, role changes, and offboarding activities according to HQ ET&T processes.
• Assist local users in the adoption and effective use of corporate IT solutions.
Coordination with HQ ET&T Teams
• Act as the local liaison between US business functions and HQ ET&T.
• Coordinate the resolution of complex infrastructure, network, workplace, and application issues.
• Escalate incidents and requests to the appropriate HQ teams.
• Support implementation of global IT initiatives, upgrades, and transformation programs.
• Facilitate communication between local stakeholders and technical experts.
• Ensure adherence to global standards, policies, and governance models.
Vendor & Managed Service Provider Management
• Coordinate daily activities performed by the local IT service provider.
• Monitor service quality and compliance with agreed service levels.
• Manage operational escalations involving local vendors.
• Review recurring issues and ensure corrective actions are implemented.
• Support HQ Procurement and ET&T functions in vendor performance evaluations.
• Ensure external providers comply with corporate security and compliance requirements.
Infrastructure & Workplace Services
• Coordinate support activities related to:
• End-user devices
• Microsoft 365 services
• Printers and peripheral devices
• Meeting room technologies
• Local network connectivity
• Telecommunications services
• Maintain visibility on the health and performance of local IT services.
• Support asset lifecycle management and inventory controls.
• Coordinate local installations, relocations, and infrastructure upgrades.
Business Applications Support
• Act as first local point of contact for business application issues including SAP-related end-user issues.
• Support users in day-to-day operational activities involving corporate applications.
• Coordinate with HQ Application teams to resolve incidents and implement enhancements.
• Participate in testing activities, user acceptance testing, training initiatives, and deployments.
• Collect and document business requirements and improvement requests from local stakeholders.
• Support and coordinate SAP-related change requests, minor enhancements, and release/testing activities (e.g., regression and user acceptance testing) in coordination with HQ SAP teams and Quality/Validation functions, ensuring compliance with GxP change control requirements.
Information Security, Compliance & Governance
• Ensure local adherence to HQ ET&T, IS (Information Security) and ET&T QA/IS policies and procedures.
• Support cybersecurity awareness and compliance initiatives.
• Assist during internal audits, inspections, and compliance reviews.
• Report potential se