Service Desk Coordinator

Description

Position Summary: We are seeking a Service Desk Coordinator to ensure excellence, continuity, and quality of the Contact Center service, guaranteeing SLAs and operational efficiency. Key Highlights: 1. Positively impacts lives, starting with your own. 2. Service Quality Management and Internal User Support. 3. Promotes a user-centric culture and continuous improvement. **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 primary point of contact to ensure excellence, continuity, and quality of the Contact Center service—guaranteeing compliance with service level agreements (SLAs), operational service efficiency via 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** * 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 an up-to-date technology inventory. * Oversee the full lifecycle of equipment (assignment, 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 solely on suitability to the profile—evaluated strictly through competencies, experience, and professional qualifications—ensuring non-discrimination at all times on grounds of gender, gender identity or expression, sexual orientation, age, ideology, cultural background, etc. **Requirements** -------------- **Education:** * Technical education in Systems, Computer Science, or related field. * ITIL, Service Management, or similar certifications are desirable. **Technical Knowledge and Experience:** * Minimum 2 years’ experience in coordination or supervision roles within Service Desk or IT support. * Solid understanding of service management methodologies, preferably ITIL Foundation. * Knowledge of Azure, M365, Operating Systems, etc. * Familiarity with ticketing tools (ServiceNow, Jira Service Desk, etc.). * Experience managing relationships with technology service providers. * Knowledge of corporate applications (SAP, Salesforce, Office 365, etc.) and collaborative work environments. * Knowledge of corporate mobile telephony. **Skills:** * English proficiency at B2 level. * Leadership and team organization capabilities. * Results- and internal customer-oriented mindset. * Ability to manage multiple tasks and priorities simultaneously. * Proactive approach and continuous improvement mindset.