Title: Service Desk Agent

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. We call it chemistry with a purpose, better every day. At Kemira, we foster a collaborative and inclusive work culture that empowers our employees to thrive and make a difference. Learn more about Kemira at www.kemira.com/careers.

We are seeking an experienced Service Desk Agent in our Atlanta, GA (Galleria) 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 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

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

Ready to create better every day? Join Kemira!

Please apply with CV, cover letter and salary expectation no later than January 30, 2025 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. Our customers include industrial and municipal water treatment operators, and pulp & paper industry among others. We provide the best-suited products and services to improve our customers’ product quality, process, and resource efficiency. Our focus is on water treatment, renewable solutions, and digital services. In 2023, Kemira had annual revenue of around EUR 3.4 billion and around 5,000 employees. Kemira shares are listed on the Nasdaq Helsinki Ltd. For more information, please visit our web site www.kemira.com/careers and LinkedIn.