On-Site Service Coordinator

Description

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