IT Service Operations Coordinator

hace 1 semana

Ciudad de México, Ciudad de México Edenred A tiempo completo

Elevate Your Career with Edenred

At Edenred, we are dedicated to enhancing the lives of millions by delivering innovative solutions that connect employees, businesses, and merchants globally.

We believe in your potential for growth. By joining us, you will enhance your skills in a vibrant, multicultural, and challenging environment.

Embrace the opportunity to thrive in a global organization that values your contributions.

Edenred champions meritocracy. We welcome you as you are, and your unique talents will be recognized and nurtured. We are committed to fostering an inclusive environment that offers equal opportunities to all candidates, irrespective of gender, disability, origin, religious beliefs, sexual orientation, or any other criteria.

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Our Global Technology Americas team is in search of a Service Desk and Field Services Coordinator to strengthen our operations.

Key Responsibilities:

  • Oversee the operations of Service Desk and Field Services, ensuring effective support for all IT services delivered to end users.
  • Establish, manage, and monitor the activities of service providers, ensuring timely resolution of incidents and requests while analyzing performance metrics for continuous service improvement.
  • Manage hardware and software assets in accordance with regional policies and procedures.

Main Duties:

  • Continuously monitor incident and request handling via the corporate ITSM tool.
  • Prioritize and coordinate service tickets based on user requirements and the IT operational landscape.
  • Develop and manage guidelines and processes for technician engagement.
  • Track unresolved cases to enhance service quality and ensure comprehensive documentation.
  • Collaborate with technicians to maintain an updated knowledge base for efficient service delivery.
  • Review and validate reports from service providers to assess operational efficiency and implement necessary improvements.
  • Coordinate onboarding and offboarding processes related to IT services.
  • Engage with local and global IT teams to execute hardware and software projects affecting end-user services.
  • Maintain accurate asset databases in line with user and device lifecycles.
  • Adhere to methodologies and policies to minimize business disruption during product deployments.
  • Ensure that all end-user services maintain the required security standards.
  • Effectively manage IT services provided by external vendors.

Required Experience:

  • Fluent in English.
  • Minimum of 2 years in coordinating or supervising Service Desk operations for over 1000 users.
  • At least 3 years in managing Field Services for a similar user base.
  • Experience with ITIL frameworks in Incident, Request, and Knowledge Management processes.
  • Proficient in managing hardware and software assets.
  • 5+ years of technical experience in computing and Windows OS environments, including mobile platforms.
  • Extensive knowledge of networking technologies such as TCP/IP, Ethernet, WiFi, and Bluetooth.
  • 5+ years in IT service management, including contract management and finance.
  • Advanced proficiency in office tools like Excel and PowerPoint.
  • Intermediate skills in scripting languages.
  • Experience in multicultural work environments.
  • ITIL v3/v4 certification is required.
  • 3+ years of experience with ITSM tools such as Service Desk, Service Now, or Jira ITSM.

Benefits & Perks:

  • Meal vouchers
  • Clothing allowances
  • Grocery vouchers
  • Vacation bonuses
  • Access to Udemy courses
  • Language classes through Spexx
  • Savings fund

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Diversity & Inclusion Statement:

Edenred is proud to be an equal opportunity employer. We do not discriminate against any applicant or employee based on age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, national origin, citizenship, marital status, disability, pregnancy, genetic information, or any other basis prohibited by applicable laws.

#GoodForUs #ComeToGTAmericas

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