Service Desk and Field Services Coordinator
hace 1 mes
Edenred is seeking a highly skilled Service Desk and Field Services Coordinator to join our Global Technology Americas team. As a key member of our team, you will be responsible for coordinating Service Desk and Field Services operations, ensuring seamless delivery of IT services to our end-users.
Key Responsibilities:- Coordinate Service Desk and Field Services operations, ensuring timely resolution of incidents and requests.
- Define, control, and monitor activities carried out by service providers, analyzing reports to identify areas for improvement.
- Manage HW and SW assets, ensuring compliance with company policies and processes.
- Monitor and prioritize ticket service, creating and managing guidelines for technicians to follow.
- Track scaled or unresolved cases, updating documentation and coordinating with other IT teams.
- Coordinate with technicians to generate knowledge base content, ensuring standardized and effective service delivery.
- Request and review weekly/monthly reports from suppliers, validating and approving reports to ensure accurate payment.
- Coordinate with internal areas on Onboarding and Offboarding processes, ensuring IT services are properly managed.
- Participate in local/global IT teams to implement hardware and software projects, managing asset databases and ensuring security.
- Advanced English language proficiency.
- 2+ years of experience in Service Desk coordination for over 1000 users.
- 3+ years of experience in Field Services coordination for over 1000 users.
- 3+ years of experience working under Service Desk Institute and ITIL frameworks.
- 3+ years of experience managing HW and SW assets.
- 5+ years of technical experience in Computing, Windows OS environment, and Mobile Environment.
- 5+ years of experience in IT service management, including IT service contract management and finance.
- Advanced level in using office tools, including Excel, PowerPoint, and Email.
- Intermediate experience in scripting programming languages.
- Experience working in a multicultural environment.
- ITIL v3/v4 training and certification required.
- 3+ years of experience using ITSM tools, such as Service Desk, Service Now, and Jira ITSM.
- Ticket Restaurant.
- Ticket Vestimenta.
- Ticket Despensa.
- Prima Vacacional.
- Udemy license.
- Spexx for languages classes.
- Fondo de Ahorro.
Edenred is an equal opportunity employer, committed to preventing all forms of discrimination and providing equal opportunities to all candidates, regardless of their background or characteristics.
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