Team Coordinator

Looking for a goal oriented, customer-focused and technically inclined person to fill this role. Key duties include oversight/monitoring of Service Desk operations including triage, ticket flow through to successful closure, and maintaining effective documentation, knowledge-base maintenance and updates.

RESPONSIBILITIES:
--------------------------
• Coordinate the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
• Review of Service Desk tickets and assign to support personnel based on role, type of work and employee workload.
• Review incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.
• Ensure all operational processes and procedures are clearly documented and maintained.
• Improves, optimizes, standardizes, and streamlines customer support processes that yield improvements in customer satisfaction and cost reductions.
• Review time entry of support personnel for completeness, correct billable/non-billable hours, linkage to any agreements, proper Work Role, proper Work Type, proper Service Board, and other documentation.
• Prepares on-call schedules.
• Uses metrics for service desk improvement, customer updates, and executive briefings on Service Desk performance. Should know which metrics / KPI’s to use depending on audience and scenario.
• Actively participate morning stand-up meeting and run the meeting if needed.


SKILLS:
-----------
• Demonstrated ability to:
a) see problems from a customer perspective
b) show empathy, and
c) take extreme ownership of resolving customer problems.
• Demonstrated knowledge using and troubleshooting issues between applications, network, systems, storage, and access controls.
• Demonstrated ability to write detailed and precise work instructions as well as business-focused updates for customers.
• Highly developed social competencies, independent way of working, responsible and proactive personality.
Requirements
• ITIL knowledge, preferably certified, including experience on common-sense implementations and hands-on experience on exercising IT best practices
• Minimum 5 years experience in the field of IT Service Management and experience in operating and managing outsourced IT Services.
• Experience with ticketing systems, preferred knowledge and experience working with ConnectWise and Jira.
• Experience with Microsoft desktop and server operating systems.
• Preferred degree in Computer Science, Information Systems or related field.
• Capable to verbally communicate ticket assignments to technical staff as needed
• Provide oversight and ensure ticket handling communications are routed as defined within the department's Operational procedures.

ADDITIONAL REQUIREMENTS:
-----------------------------------------
- Has a stable internet connection
- Must be a Filipino Citizen residing in the Philippines
- Must be willing to provide certificates and other document that can be used for background check


Email your CV or Resume directly with your cover letter. Attach your CV and add the word helpdesk in your subject.
Applicants who followed instructions and fits the requirement profile will be prioritized.