Job Description

Job Description

Join us and develop your career while creating a more sustainable future! You’ll be part of a global team of more than 5,000 people and 60 nationalities, where diverse perspectives are valued and you can bring your authentic self to work every day. At Kemira you are empowered to reach your full potential, deliver innovation, and make an impact. We embrace a growth mindset, so we can deliver more value to our customers and communities.

Kemira is a global leader in sustainable chemistry for water intensive industries. For more than 100 years, our chemistry has advanced human progress and quality of life. Kemira’s solutions help our customers in the pulp and paper, water, and energy industries clean water, save energy and use natural resources responsibly, while improving their productivity and enabling more sustainable business. We call it chemistry with a purpose, better every day.

We are seeking an experienced Service Desk Agent in our Atlanta, GA (Parkwood) office. The Service Desk Agent is responsible for giving first line IT support for Kemira end-users. Tasks will include handling and resolving service requests and incidents which are reported via e-mail, self-service portal or telephone, troubleshooting desktop and laptop PC's and escalating issues to 2nd tier support when necessary. This position will report to the Team Lead and is eligible for hybrid work.

Your responsibilities will include:

• Be the first point of contact for both internal end-users and outsourcing providers.
• Record, analyze, categorize and prioritize incoming tickets
• Provide first line support to Kemira end-user with common issues, such as: password changes, VPN account problems, etc.
• Perform initial troubleshooting, support and investigate incidents according to impact, resolution or error identification
• Assign tickets further, either to technical operations or on-site personnel in line with Incident Management process
• Ensure that tickets are timely addressed and resolved
• Ensure that tickets are processed/resolved/escalated in compliance with Kemira Global Service Desk’s processes and procedures
• Ensure that tickets are processed/resolved/escalated within Kemira Global Service Desk’s targets
• Ensure that resolution progress is communicated to the end-user in a timely manner
• Record user acceptance on provided solution
• Follow end-user care philosophy that ensures end-user satisfaction in line with Kemira IT policy
• Work to ensure that the Global Service Desk meets industry standards
• Participate in on-call rotation

This position may also work as back-up for the back-office service desk agent and on-site technicians. In the role of on-site technician, the Service Desk Agent is responsible for activities that require a physical presence on-site and cannot be reached with remote access to IT systems.

What you can expect from us:

• Opportunities for personal and professional growth
• Employment in a stable company with an established position in the market
• Attractive benefits package
• A multicultural and positive working environment

What you will bring to the team:

• Post-secondary education is preferred along with a minimum of 2 years related experience as a Service Desk Agent.
• Good English, Spanish and/or Portuguese communication skills, both verbal and written
• Positive customer service attitude
• ITIL foundation certification
• A+ certification desired

Join Kemira and create better everyday

Please apply with CV, cover letter and salary expectation no later than November 18, 2023 at kemira.com/careers.

Kemira is an equal opportunity employer committed to a drug-free workplace.

Kemira is a global leader in sustainable chemical solutions for water intensive industries. We provide best suited products and expertise to improve our customers’ product quality, process and resource efficiency. Our focus is on pulp & paper, water treatment and oil & gas. In 2022, Kemira had annual revenue of around EUR 3.6 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd.

WWW.KEMIRA.COM/CAREERS

Company Description

Kemira is a global leader in sustainable chemical solutions for water intensive industries. We provide best suited products and expertise to improve our customers’ product quality, process and resource efficiency. Our focus is on pulp & paper, water treatment and oil & gas. In 2022, Kemira had annual revenue of around EUR 3.3 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd.
WWW.KEMIRA.COM/CAREERS

Company Description

Kemira is a global leader in sustainable chemical solutions for water intensive industries. We provide best suited products and expertise to improve our customers’ product quality, process and resource efficiency. Our focus is on pulp & paper, water treatment and oil & gas. In 2022, Kemira had annual revenue of around EUR 3.3 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd.\r\nWWW.KEMIRA.COM/CAREERS