remote work opportunities
Help Desk Coordinator
IYUNO SDI GROUP
- Postępu 6, Mokotów, WarszawaWarszawa, Masovian
- offer expired a month ago
- contract of mandate
- specialist (Mid / Regular), junior specialist (Junior)
- full office work, hybrid work
The role of Help Desk Coordinator is there to improve the efficiency of our Help Desk analysts. The main purpose is to delegate the managing of open tickets to allow the Help Desk Analysts to use their time working the open tickets rather than trying to keep up with the constant influx of new tickets that come in through our Help Desk ticketing system. All in all, the coordinator role is about making sure the Help Desk Analysts can focus on resolving issues for our business users.
The Help Desk Coordinator will work as part of our busy close-knit European Help Desk team. The role will support the business users of the corporate infrastructure which includes responding to support issues associated with the corporate systems in a 24x7x365 environment. The Help Desk Coordinator will be comfortable in rapidly assessing, analysing, triaging and categorising complex issues for onward assignment to the Help Desk or other resolver teams.
This role will work within a rotational shift pattern to cover the hours of 08:00 CET 18:00 CET.
This role will report to the European Service Delivery Manager based in the PL and will possess superior organizational skills and sound judgment. The ideal candidate will be a personable self-starter with a team-player mind set.
Principle Duties & Responsibilities
Develops an understanding of company supported applications in order to efficiently triage, categorize and dispatch tickets to other resolver teams.
Track tickets throughout their lifecycle and across all resolver teams.
Assigns tickets to Help Desk colleagues and other internal and/or external resolver teams.
Documents the ticket lifecycle process.
Documents resolutions, self-help materials and staff knowledge bases.
Logs all requests from all contact channels and updates tickets to maintain a clear audit log of activities.
Collaborates with other IT staff to learn and support new applications in order to increase ability to resolve requests on first contact.
Acts as liaison between staff and the IT department to resolve issues.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, managing resolver teams to timely resolution or escalation, communicating promptly on progress, and handling customers in a professional manner.
Provides a single point-of-contact for the customer to shepherd their ticket to resolution.
Maintains and protects confidentiality with regard to all aspects of systems and network infrastructure supported.
Performs other duties as assigned.
Must be able to demonstrate:
Experience using Help Desk or Customer Service ticket logging systems.
Ability to work with users via phone as well as remotely.
Ability to effectively communicate internally and externally in English both in written and verbal form.
Professionally interface with all levels of the organization, as well as high-profile individuals, clients and vendors.
Read and decipher materials and documents with the ability to recognize and extract critical data and information.
A strong work ethic, strong organizational skills, and meticulous attention to detail.
Ability to remain calm under pressure.
Ability to adhere to deadlines and execute on multiple assignments from beginning to end with accountability for the results.
Ability to assess circumstances and problem solve in a logical way with minimal supervision.
Qualifications and Experience:
Prior experience of working in an IT Help Desk or Customer Service role.
Understanding of Active Directory, Microsoft Azure, Windows 10, Office365, Exchange.
Knowledge of and experience of using Help Desk or Customer Service ticketing systems.
Interest in working with a diverse user population in a global company.
What we offer
Full time, 1 year contract of mandate - with high possibility of making it a permanent role / contract
Position in a friendly, open minded team working in an international company
Possibility, if needed, to work remotely from home
Many development opportunities
flexible working time
no dress code
coffee / tea
employee referral program
Telephone conversation with HR
Video meeting with Manager
IYUNO SDI GROUP
Iyuno-SDI is the world’s leading media localization provider, offering dubbing, subtitling, and media services for international, regional, and local content owners, aggregators, broadcasters, and new media distributors. With the world’s largest owned and operated network of facilities, incorporating 150 recording rooms and over 85 mixing rooms, SDI Media provides dubbing, subtitling, and other media solutions in more than 80 languages worldwide. Servicing 40 markets, in 37 countries across EMEA, Asia, and The Americas, SDI Media’s global localization footprint provides the only one-stop media localization solution in the industry.