The Global Service Desk is a function within our client which delivers support to the business, our internal customers.The team is managing the Global Service Desk 1st line support team and currently establishing a Global Digital Workplace 2nd line support team. We are continuously on-boarding customers to the Global Service Desk and expanding the services. As a Support Operations Coordinator within the Global Support team you will focus on coordinating the daily operations for both 1st and 2nd line support. The Support Operations Coordinator will also play an important role in on-boarding users to Global Service Desk and establishing the Digital Workplace 2nd line team. The Global Support team is a fast-growing function within our client. This role will be an important cornerstone in our team.
Coordinate and collaborate with our Business stakeholder as well as our outsourced Service desk and 2nd line support teams in Manila, Philippines.
Take an active role in following up on processes, ticket handling, escalations and improvements.
Help prepare, participate and host meetings related to the daily operations.
Take lead in improving the knowledge management process.
Work close together with the Service Delivery Manager, who is responsible for the operations on a global level, and the Service Owner, who owns the Service on a global level.
Document and align global processes.
Assist in on-boarding new customers to the Global Service Desk.
Assist in establishing the Digital Workplace 2nd line team. Mandatory skills:
Experience working within a Global IT organization
Experience working within a Service Desk or end user support team
Experience with Office 365 products such as Power-point, Excel, Word, Teams
Experience working with Service Management Tool (preferable ServiceNow)
Comfortable with presenting reports
Fluent in English (both verbally and written)3-5 years of relevant work experience
Ability to multitask
Service-Minded Desired skills:
We think the successful candidate has experience in coordinating operations for support and is detail-oriented with excellent customer service skills.
The candidate has strong interpersonal, written and oral communication skills accompanied with a team player attitude and customer focused mindset.
The ability to fluently communicate in the English language verbally and in writing is a part of the skill set.