- Company Name
- PepsiCo
- Job Title
- IT Field Services Analyst
- Job Description
-
**Job Title:** IT Field Services Analyst
**Role Summary:**
Deliver on‑site, second‑level technical support for end‑user devices, peripherals, and local infrastructure. Coordinate asset management, vendor relations, and local projects while maintaining high service standards and continuous process improvement.
**Expectations:**
- Resolve incidents and support requests within agreed SLAs.
- Maintain accurate records in the myITServices system.
- Manage inventory, procurement, and refresh cycles.
- Foster strong relationships with end users, internal teams, and vendors.
- Develop and deliver training and onboarding programs.
- Ensure compliance with security and compliance requirements.
**Key Responsibilities:**
- Provide full‑cycle support for desktops, laptops, printers, MFPs, mobile devices, displays, and peripheral equipment.
- Troubleshoot hardware, software, and network connectivity issues (O365, OneDrive, SCCM, Zoom, Teams, etc.).
- Escalate complex problems to third‑line support or relevant delivery teams.
- Manage local asset lifecycle: receipt, issuance, transfer, disposal, and stocktaking.
- Coordinate maintenance, repairs, and replacement of hardware in approved service centres.
- Interact with service providers for server, network, and printing infrastructure upkeep.
- Deploy local projects and serve as smart‑hand for Network, Compute, and EUC initiatives.
- Administer user access via myidM and support badge/security systems.
- Manage mobile device provisioning, SIM card activation, and warranty/RMA processes.
- Support VIP executive needs and security compliance (GNAC, Airwatch, MLA, Adaptive Auth, myidM).
- Travel to other sites within the business unit as needed.
**Required Skills:**
- 5+ years of IT field support experience with end‑user computing, PC and security tools, and network infrastructure.
- Proficiency in servicing Windows, macOS, O365, SCCM, Zoom, Teams, and related tools.
- Strong troubleshooting, diagnostic, and problem‑resolution capabilities.
- Vendor management and procurement experience.
- Excellent communication in Dutch and English; customer‑orientated and collaborative.
- Ability to document procedures and maintain accurate service request records.
**Required Education & Certifications:**
- Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- CompTIA A+ (or equivalent) required; Network+ and Security+ preferred.
- Microsoft Certified: Modern Desktop Administrator Associate or similar desktop support certification.