service desk CoordinatorConnectOS

The service coordinator participates in the recruitment and training of customer service employees, manages the employee schedule, oversees daily employee interactions with customers, and has oversight of both ticket triage and ticket allocation. To be successful as a service coordinator, you should be service-oriented with excellent organizational and record-keeping skills. You should have strong communication and interpersonal skills and should be able to deal with our clients with empathy and compassion.
Responsibilities & Accountabilities:
Service Desk process improvement design and implementation with Service Desk Manager (such as new user guide improvements etc).
Level 1/2 Technical incidents and service requests (as required)
Assist the Service Desk Manager with Problem/Change/Escalation workflow where required
Technically across staff queues
Ensure escalations as working as intended
Ensure that triage is working timely and effectively (no voided jobs or wrong users)
Participating in running team meetings by reporting on the state of allocation
Scheduling and allocating jobs, either by performing service allocation or organizing the job board
Feeding information back to L3s around inaccurate documentation for client sites.
Requirements
Skills and Qualifications:
Strong understanding of ITIL Service Management
Demonstrated proven outcomes for positive customer experiences
Excellent organizational skills and attention to detail.
Demonstrated ability to stay up to date with services, policies, and regulations.
Strong record-keeping and analytical skills.
Previous experience managing and configuring PSA/RMM toolsets would be a bonus
Certifications (Microsoft/ITIL) will also be highly regarded!
Understanding of the following technologies would be advantageous but is not mandatory
Windows 2003/2008/2012/2016
Microsoft Exchange / Exchange Online
Terminal Services/RDP/Citrix
Unified Communications systems such as 8x8/3CX/Mitel
All forms of Desktop Support (XP, Vista, Win7, Win8.1, Win10)
ConnectOS

Mandaluyong City, Metro Manila
Permanent
Full-time