IT Helpdesk Coordinator Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Softwareone A tiempo completo

Why choose SoftwareOne?
We define success by what we deliver for our customers, business, and colleagues.
Our employees are driven, agile, and passionate about delivering exceptional customer experiences and results.
We foster a culture of empowerment, encouraging teams to thrive in a supportive environment with low ego.
Our leaders operate at speed, leading change in a global economy.
We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland.
We support approximately 65,000 customers in their digital transformation through our 8,700 employees.

The Role: IT Helpdesk Coordinator
Full-time | Onsite

What Makes This Opportunity Unique?
This role offers the chance to drive continuous improvement by analyzing and identifying key strengths, weaknesses, opportunities, and threats within the team and operational processes.
You will be responsible for pinpointing the root causes of delays in delivering client activities, ensuring that any disruptions to committed service levels are quickly addressed.
By taking proactive corrective and preventive actions, you will play a critical role in enhancing overall performance, optimizing processes, and ensuring the consistent delivery of high-quality service to our clients.

Key Responsibilities:

  • Coordinate the work team to ensure efficient service delivery.
  • Ensure the committed service levels are met consistently.
  • Foster a positive and productive work environment within the team.
  • Generate service reports and statistics for tracking performance.
  • Manage incident resolution and maintain service quality.
  • Lead the implementation of contracted services, ensuring smooth execution.
  • Oversee the stable operation of services and/or projects assigned to the team.
  • Define the requirements for the operations and/or projects assigned.
  • Propose operational models that help optimize process efficiency.
  • Define performance metrics for operations and/or projects.
  • Ensure the proper functioning of technological tools, configure and manage dedicated management tools.
  • Continuously train and develop team members to ensure high performance.
  • Ensure that the service operation processes are followed as agreed.
  • Generate required reports for the organization and/or the client.
  • Develop comprehensive, practical, and useful plans for the area, including task analysis (reviewing shift deliverables and operations logs), critical task analysis, work estimates, issue tracking, communication, and documentation.
  • Timely report issues and achievements to the Service Manager and channel information properly through project status reports, progress updates, deviations, corrective actions, and forecasts.
  • Identify strengths, weaknesses, opportunities, and threats to create continuous improvement actions.
  • Present and substantiate reports for the business unit related to projects and/or operations and those required by the client.


Requirements and Qualifications:
Proficiency in Office programs: Word, Excel, PowerPoint, as well as Internet and Intranet navigation, among others, required for preparing and presenting reports, internal and/or external documents, and anything necessary for your tasks.
Knowledge of ITSM tools, IT asset inventories, and telephone systems.
Certification: ITIL Foundation 4.
Skills: Leadership, teamwork, communication, conflict resolution, negotiation.

Estimated Salary Range: $80,000 - $110,000 per year.

Benefits:
We offer a supportive culture that values recognition and motivation, fostering a sense of belonging among our employees.
A personalized development program allows you to grow professionally, aligned with your objectives and interests within the role.
Comprehensive health coverage for you and your family, with preferential rates available.
100% disability pay in case of work incapacity.
An economic incentive program rewards employee referrals for active positions within the company.
Access to an employee fund, providing savings, credits, and special agreements with allied brands.
Dedicated wellness spaces for leisure, celebrations, and recreation, promoting physical and mental well-being.

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