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On-Site Service Coordinator

Location: Cordoba, Córdoba, Spain
Job ID: R0035659
Date Posted: Nov 20, 2023
Segment: Green Energy & Mobility
Business Unit: Hitachi Energy
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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On-site Service Coordinator provides in-person assistance to employee end users including: Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network. Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems. Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems. Training users on use of new technology and software A Senior Professional (P3) applies advanced knowledge of job area typically obtained through advanced education and work experience. Responsibilities may include: Managing projects / processes, working independently with limited supervision. Coaching and reviewing the work of lower-level professionals. Problems faced are difficult and sometimes complex.

Your Responsibilities

  • Take care of functional management of assigned OSS specialists (internal & external employees) 

  • Create, update, publish relevant OSS knowledge articles in SNOW. 

  • Take care of site relevant communications to be kept up to date (e.g. pIT Stop, Org charts, announcements) 

  • Conduct resource planning and management (absence calendars, backfills, leaves, events, dispatch site coverage) 

  • Collect information relevant for OSS operations e.g. latest technological changes and pass them on to OSS specialists. 

  • Highlight issues and suggest service improvement to OSS Regional Managers 

  • Participate in problem and major incident management resolution.

  • Coordinate resources to support Off-site meetings and events for changes happening out of working hours.  

  • Monitor load of OSS engineers and coordinate resources accordingly  

  • Monitor and manage OSS assignment groups in ServiceNow.

  • Provide monthly summary of service (high lights, low lights, ticket summary, KPIs, prolonged tickets, etc.) 

  • Cascade information to OSS engineers from other parts of HE organization  

  • Ensure that all Health & Safety requirements, ethics, code of conduct, and moral standards are met.

  • Check that required IT equipment and tools are provided to OSS engineers.

  • Ensure that required access are provided to OSS engineers.

Your Background

  • Bachelor's degree in IT or completed an apprenticeship in the field of information technology.

  • Five years of professional experience in IT support and working as a Lead by managing at least five people for at least two years

  • Valid ITIL certification

  • Fluent Spanish and English language

  • Strong customer service orientation as well as proven interpersonal and communication skills

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