IT Service Coordinator - Full Time

Who are we looking for?

This position will require you to oversee the delivery and quality of IT services within the firm by organizing, monitoring, and supporting daily IT operations. This role ensures efficient handling of service requests, incident resolution, and resource allocation to maintain service quality and alignment with organizational needs. The Service Coordinator also focuses on working with different internal and external teams, coordinating service delivery, and ensuring alignment with organizational goals. This role is responsible for maintaining high service levels, supporting technical solutions, and driving continuous improvement in IT operations, ensuring that service commitments are consistently achieved, and users are constantly informed of any service-related issues and/or changes.

Qualifications:

• Bachelor's degree or diploma in information technology, Computer Science, or a related field.
• A minimum of 5 years experience in IT service management as an IT service coordinator or a similar role.
• A minimum of 5 years experience with IT service management tools and ticketing systems such as ServiceNow.
• Strong knowledge of ITSM frameworks (e.g., ITIL, COBIT).
• Excellent organizational skills, with the ability to manage multiple tasks and prioritize effectively.
• Ability to perform duties in a professional and courteous manner, while producing high quality outcomes.
• Possess a reputation for resourcefulness, take initiative and have a strong sense of accountability.
• Problem solving skills with a sense of urgency.
• A foundation certificate or more in ITIL is highly desirable.
• Experience in handling service tickets and coordinating technical teams.
• Familiarity with IT support, troubleshooting, and resolving technical issues in real-time.
• Strong understanding of IT infrastructure, networks, and ready-made applications.
• Exceptional oral and written English communication skills.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Flexible and adaptable, able to work in ambiguous situations.
• Experience and knowledge in change management.
• Strong interpersonal skills, with the ability to build and maintain relationships with stakeholders.
• Effective communication skills, capable of explaining technical concepts to non-technical users.
• Adaptability and flexibility to work in dynamic and ambiguous situations.
• Strong customer service orientation, with a focus on user satisfaction.
• Ability to work collaboratively within a team and across departments.
• Proactive approach to identifying opportunities for improvement and driving change.

Responsibilities:

Service Management

• Maintain and enhance IT service delivery to align with quality standards.
• Conduct regular reviews of IT services to identify areas for improvement.
• Maintain an up-to-date service catalog to ensure clarity and consistency.
• Act as the primary contact for Service Desk contact for service requests, incidents, and escalations.
• Assign tasks to IT support teams based on priority and expertise.
• Promote adherence to defined SLAs.

Operations and Support

• Coordinate day-to-day IT operations, including system maintenance and incident resolution.
• Ensure timely resolution of service requests, incidents, and escalations.
• Oversee change management processes to minimize service disruptions.
• Monitor service tickets through the ServiceNow ITSM platform and ensure timely response and resolution.
• Follow up on unresolved incidents and escalate complex issues to appropriate personnel.
• Support the implementation of IT changes and improvements.

Team Leadership

• Coordinate with IT support and operations teams, fostering a culture of excellence.
• Allocate tasks and responsibilities across team members effectively.
• Conduct regular team meetings to discuss progress, challenges, and updates.
• Support reassignment of tasks and responsibilities to ensure optimal team performance and resource utilization.

Stakeholder Engagement

• Act as the primary point of contact for IT service-related queries from internal and external stakeholders.
• Build and maintain relationships with business units to understand their IT needs and expectations.
• Liaise with vendors and third-party providers to ensure quality delivery of outsourced services.

Communication and Stakeholder Support

• Communicate status updates to stakeholders on ongoing IT service issues and requests.
• Act as a liaison between end-users, IT teams, and external vendors to streamline communication.
• Provide clear instructions and guidance to users on IT-related issues or processes.
• Gather user feedback on IT services to identify common concerns or areas for improvement.
• Provide regular updates to IT management on service performance and ongoing issues.
• Gather and incorporate user feedback into service improvement plans.

Reporting and Documentation

• Monitor IT service metrics and prepare reports for management review.
• Track recurring technical issues and suggest improvements to prevent future occurrences.
• Assist in maintaining accurate records of IT assets, tools, and resources.
• Other duties as assigned.

Please submit your resume by clicking "Apply Now" within the posting on our Careers page. Deadline for submission of resumes is Monday, January 20, 2025.

We offer a technologically advanced environment with exposure to many specialized computer applications. Our comprehensive in-house training and ongoing support is of the highest level. We offer competitive compensation and benefits.