Technical Service Desk Coordinator

Job brief
To ensure that all system alarms from customer assets are monitored and the correct action is taken to minimize the impact of a system fault or failure. To Liaise with internal and external stakeholders to track and manage the workflow, process, and platform. To proactively identify process gaps or system gaps to improve efficiency and accuracy with the aim of delivering an excellent customer experience.

Support Coverage Hours:
– 10pm – 10am MNL time (12 hours) but will just be on duty for 3.5days/week
– Mon – Thur or Thur – Sun
* This position is a freelance contract and required to have personal device with standard specs (Intel Core i5 and up, 8GB RAM and up)

Reports directly to the head of Operations and Engineering (Manager). No other positions report directly to this position.

Responsibilities:
– ?Operate the Service Desk system and provide first point of contact user support ensuring a high level of
customer service and communication.
– Ensure that all alarms and notifications are promptly identified and responded to within the target service level agreement.
– Ensure that all relevant internal and external stakeholders are kept informed about the status of any alarms.
– Assist with the support, maintenance, deployment, inventory and licensing of user hardware and software.
– Be diligent with following the process; proactively identify gaps in the current process or system and work with their Manager to find solutions.
– Maintain, review, and update the Standard Operating Procedures as directed by the Manager.
– Maintain the currency and accuracy of the customer asset information in the Company-provided asset management system.
– Assist with the setup and onboarding of new customers as requested by the Manager.
– Proactively plan, manage, coordinate, track, run and undertake assigned tasks.
– Employ a good phone manner and proactively foster positive working relationships with stakeholders.
– Maintain any paperwork and records necessary to inform internal and external stakeholders about alarms and their status in accordance with Company procedures.
– Maintain and keep time sheets up to date.
– Perform general office duties as required.
– Conduct thorough checking and self-checking of works, information and/or documentation.
– Adopt continuous learning and improvement processes in all aspects of the position.
– Implement, participate and promote Company Policies and Procedures, including Work Health and Safety (WHS) requirements.

Requirements:
– High school diploma or equivalent. An associate degree in business, management or a related field is favorable.
– Previous experience in a similar role is ideal.

– Qualification or experience working with technology and service desk platforms is very useful.?

– Working with reputable service desk, monitoring, and reporting platforms.

– Strong background working with Microsoft Office suite with a specific focus on Microsoft Excel. Experience working with Pivot tables, graphs, V-lookups, and related tools is required to prepare reports and basic analysis.

-Intermediate computer skills, email skills and good command of the written and verbal English language skills is essential.

– Good communication (written and verbal), negotiation, initiative and interpersonal skills.

– Awareness of and ability to work in accordance with Company Policies and Procedures.
– Good organisational, coordination and prioritisation, time management, multitasking and analytical skills.
– Committed towards undertaking duties efficiently with a strong attention to detail.
– Strong ability to transfer information, skills, and knowledge to other staff members through effective documentation and providing input to develop workflow.
– Ability to work well both within a team environment and autonomously.
– Strong sense of integrity and empathy and the ability to deliver a great client experience.
– Ability to interpret and follow instructions.

Key Performance Indicators (KPIs)

Accuracy and efficiency with processing orders. Minimisation of rework, defects, and material wastage.

Update contact database and maintain currency of information about suppliers, clients, and sub-contractors.

No safety or environmental breaches on site.

Projects completed on time and within budget.

Satisfactory achievement of ongoing targets, goals and objectives as set by the head of Operations and Engineering.

Following, utilisation and promoting of Company Policies and Procedures, Company Values Work Health and Safety (WHS) requirements, and Quality System.