Service Coordinator (Process, Quality/Problem/Escalation, Global Helpdesk)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

Tasks and Responsibilities

• Quality Coordinator: Monitor various service performance metrics including response time, resolution time, customer satisfaction ratings, ticket closure rates, and ticket handling quality.
• Problem Coordinator: Collaborate with the Service Desk Manager to identify areas for improvement in service performance and propose appropriate measures to enhance efficiency and effectiveness.
• Problem Coordinator: Hold regular team meetings, in alignment with the Service Desk Manager, to review service performance, address challenges, and communicate important updates or changes.
• Act as the primary point of escalation for complex or high-priority service requests, ensure appropriate allocation of resources, and drive timely resolutions. Take over escalated cases from agents, assemble an escalation team, and oversee the resolution process.
• Responsible for stabilizing the operation of IT/OT Systems by following the RCA-Process.
• Responsible for global communication in case of Major Incidents.
• Responsible for global reaction time, available 24x7, based on SLA.
• Ongoing support to ensure effective utilization and adherence to established processes by IT Teams and users.

Requirements

• ITIL certification
• Experience in Incident and Problem Management
• Experience in IT Process Management
• Proficiency in using ITSM tools, such as ServiceNow
• Familiarity with managing SLAs and ensuring service quality
• Strong verbal and written communication skills in order to engage with stakeholders
• Fluent English and German (spoken and written)
• All candidates must provide a Criminal record not older than 3 months

Benefits

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Vouchers (B-day voucher, wedding, and new born surprise)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?