Service Desk and Field Services Coordinator
hace 2 meses
About Edenred
Edenred is a global leader in the provision of employee benefits and services. We help companies improve the lives of their employees and their families by providing innovative solutions that connect employees, companies, and merchants worldwide.
Job Summary
We are 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, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Manage hardware and software assets, ensuring compliance with company policies and processes.
- Monitor and analyze reports generated by service providers to identify areas for improvement.
- Coordinate with internal teams to ensure smooth onboarding and offboarding of personnel, including IT services.
- Participate in the implementation of hardware and software projects, ensuring minimal impact on business units.
- Ensure the security of end-user services operations, including products, devices, and services.
Requirements
- Advanced English language skills.
- 2+ years of experience in Service Desk coordination or supervision for over 1000 users.
- 3+ years of experience in Field Services coordination or supervision for over 1000 users.
- 3+ years of experience working under Service Desk Institute and ITIL frameworks in Incident Management, Request Management, and Knowledge Management.
- 3+ years of experience managing hardware and software assets.
- 5+ years of technical experience in computing.
- 5+ years of technical experience in Windows OS environment and mobile environment (Android, iOS).
- 5+ years of technical experience/knowledge in networks (TCP/IP, Ethernet, WiFi, Bluetooth).
- 5+ years of experience in IT service management (providers), including IT service contract management and finance.
- Advanced level in using office tools (Excel, PowerPoint, Email).
- Intermediate experience in scripting programming languages.
- Experience working in a multicultural environment (countries/regions).
- ITIL v3/v4 training and certification required.
- 3+ years of experience using ITSM tools (Service Desk, Service Now, Jira ITSM).
Benefits and Perks
- Ticket Restaurant.
- Ticket Vestimenta.
- Ticket Despensa.
- Prima Vacacional.
- Udemy license.
- Spexx for languages classes.
- Fondo de Ahorro.
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