Service Desk Coordinator

Description

Job Summary: We are seeking a Service Desk Coordinator to ensure excellence, continuity, and quality of the Helpdesk service, supervising the team and managing incidents. Key Highlights: 1. Positively impact lives by being part of an IT team 2. Service Quality Management and Internal User Support 3. Promote continuous improvement and a user-centric culture **We’re looking for you at PRIM!** From our IT team, we are seeking a **Service Desk Coordinator**, who will serve as the organization’s central point to ensure excellence, continuity, and quality of the Helpdesk service—guaranteeing compliance with Service Level Agreements (SLAs), operational service efficiency through Key Performance Indicators (KPIs), continuous improvement in user support and incident resolution, as well as proper administration of hardware and software assets. **If you seek to join a project that positively impacts lives—starting with your own—we want to meet you!** **What You’ll Do at PRIM:** **Service Quality Management** * Coordinate Level 1 support team and monitor SLA/KPI adherence. * Supervise team performance and implement improvement plans. * Maintain documentation and traceability of incidents. * Manage Level 1 support for corporate applications. **Internal User Support** * Serve as escalation point for critical incidents. * Drive improvements in processes, tools, and self-service capabilities. * Coordinate with other Technology departments to resolve complex issues. * Promote a user-centric culture and continuous improvement. **Inventory and Asset Management** * Maintain up-to-date technological inventory. * Oversee full lifecycle management of equipment (allocation, maintenance, renewal). **Reporting and Communication** * Prepare and present periodic reports to management. **Be Part of the Change!** At GRUPO PRIM, in line with our commitment to equal treatment and opportunities, our selection processes are based exclusively on suitability to the role—assessed strictly through competencies, experience, and professional qualifications—ensuring at all times non-discrimination on grounds of gender, gender identity or expression, sexual orientation, age, ideology, cultural background, etc. **Education:** * Technical training in Systems, Computer Science, or related fields. * ITIL, Service Management, or similar certifications are desirable. **Technical Knowledge and Experience:** * Minimum 2 years’ experience in coordination or supervision roles within a Service Desk or IT support environment. * Solid understanding of service management methodologies, preferably ITIL Foundation. * Knowledge of Azure, Microsoft 365, Operating Systems, etc. * Proficiency with ticketing tools (e.g., ServiceNow, Jira Service Desk, etc.). * Experience managing relationships with technology service providers. * Familiarity with corporate applications (e.g., SAP, Salesforce, Office 365, etc.) and collaborative work environments. * Knowledge of corporate mobile telephony. **Skills:** * English language proficiency at B2 level. * Leadership and team organization capabilities. * Results- and internal customer-oriented mindset. * Ability to manage multiple tasks and priorities simultaneously. * Proactivity and a continuous improvement mindset.