Service Desk and Field Services Coordinator

hace 1 semana


Ciudad de México, Ciudad de México Edenred A tiempo completo
Job Title: Service Desk and Field Services Coordinator

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.
Requirements:
  • 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.
Benefits and Perks:
  • 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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