Job Summary: Trilingual IT Service Desk Coordinator responsible for ensuring excellent service delivery, implementing new services, and managing the team to guarantee customer retention. Key Highlights: 1. Proven experience as a coordinator and proficiency in three languages. 2. Leadership in implementing new services and team management. 3. Monitoring of KPIs and ensuring team training. DESCRIPTION Ensure excellent trilingual IT Service Desk service through best practices in service delivery, technology, innovation, and people management—enabling achievement of service level agreements and ensuring customer retention. REQUIREMENTS **1\. Profile and Experience** * **Minimum 2 years of proven experience as a coordinator**. * **Education**: Systems Engineer, Industrial Engineer, Business Administration, or related field. * **Languages**: Must be trilingual (Spanish, English, and Portuguese). * **ITIL Certification**: ITIL certification is desirable. **2\. Key Responsibilities** * **Implementation of new services**: Lead the rollout and transition of new services across all phases. * **Knowledge transfer**: Assign tasks and ensure the team is adequately trained. * **Indicator and backlog control**: Monitor KPIs, backlogs, and team performance. * **Reporting**: Publish daily, weekly, and monthly reports on KPIs and activities. * **Time and performance management**: Track working hours and individual performance. * **Regional operations**: Maintain operations aligned with business and IT requirements. * **Documentation**: Keep procedures and processes updated in CIRION repositories. * **BCP**: Oversee documentation and annual execution of the Business Continuity Plan (BCP). **3\. Training and Knowledge** * **Identify training needs** for oneself and the team. * **Ensure the team possesses or acquires the necessary knowledge** to meet service level requirements.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
