HELP DESK COORDINATOR 11625

Description

Job Summary: Ensure compliance with the Technology Department’s service level agreements (SLAs), guaranteeing incident resolution and IT support. Key Responsibilities: 1. Ensure the provision and availability of Help Desk resources. 2. Monitor internal and external service level indicators and agreements. 3. Track and execute tactics to enhance user satisfaction. **Job Description** ---------------------- Ensure compliance with the Technology Department’s service level agreements (SLAs), guaranteeing incident resolution and IT support. "1\. Ensure the provision and availability of Help Desk resources. * Analyze support demand, incident patterns, and customer requirements. * Understand and promote existing service agreements within the Technology Department and among internal customers. * Plan, schedule, and manage Help Desk staff shift rosters to ensure users or customers always receive timely responses. * Guarantee the availability of communication and escalation channels required to meet established SLAs (extensions, email, mobile phones)." "2\. Monitor internal service level indicators and agreements, as well as those with other departments, ensuring compliance. * Review service metrics and indicators with the Production and IT Services Manager. * Ensure accurate measurement and timely generation of indicators (first three days of each month). * Promote, publish, and provide feedback on service indicator results to Help Desk technicians. * Continuously and promptly monitor and report on service level compliance. * Trigger alerts when established targets are missed or SLAs are violated. * Propose new indicators, alternative measurement sources, or suggestions for target adjustments to improve processes." "3\. Track and execute service tactics to ensure achievement of targets and service quality, aiming for user satisfaction. * Conduct analysis of indicators, historical data, and recurring cases. * Apply root cause analysis and problem-solving techniques. * Develop action plans to resolve issues and improve service delivery. * Execute plans and monitor adherence to and effectiveness of tactics defined by the Production and IT Services Manager." **Candidate Requirements** -------------------------- * Technical degree or undergraduate student from the 5th semester onward. * 1 year of experience in technology areas, help desks, or leading technical teams. * Proficiency in office tools, information analysis, and management. This position is open to persons with disabilities. **Compensation** ---------------- 2240228**Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position. 2\. Check your email. 3\. Log in to Aira and answer the requested questions and/or tests. Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Colombia’s first Contact Center and BPO, with over 28 years of experience delivering comprehensive solutions to public- and private-sector enterprises for customer service and management. Thanks to our track record and commitment to our purpose — "Improving Lives, Our Commitment" — since 2021 we have been certified as a BIC (Benefit for Collective Interest) company, reinforcing our ongoing dedication to generating well-being and efficiency for our clients and employees, as well as our commitment to contributing to social and environmental issues in our country. We have over 6,500 employees — the \#FamiliaOS — across the national territory, working for Colombia’s and Latin America’s most important companies and institutions to transform experiences. **Our Benefits** ----------------------- * Career development plan * Personal and spiritual growth programs * Discounts with various partner organizations * Employee savings fund membership