Service Desk Coordinator

Description

Job Summary: We are seeking a Service Desk Coordinator to ensure excellence and continuity of the Contact Center service, supervising the team and managing assets. Key Highlights: 1. Be part of a project that positively impacts lives. 2. Lead and coordinate the Level 1 support team. 3. Promote continuous improvement and a user-oriented 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 primary point of contact to guarantee excellence, continuity, and quality of the Contact Center service—ensuring 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 the Level 1 support team and monitor SLA/KPI compliance. * Supervise team performance and implement improvement plans. * Maintain documentation control and incident traceability. * 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-oriented culture and continuous improvement. **Inventory and Asset Management** * Maintain up-to-date technological inventory. * Oversee the full lifecycle 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 profile—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. **Requirements** -------------- **Education:** * Technical education in Systems, Computer Science, or related field. * ITIL, Service Management, or similar certifications are valued. **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. * Experience with ticketing tools (ServiceNow, Jira Service Desk, etc.). * Experience managing relationships with technology service providers. * Familiarity with 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 attitude and continuous improvement mindset.