Service Desk Coordinator – Kyiv

We are looking for a Service Desk Coordinator to join our team in Kiyv.

What we expect from you

Experience

Bachelor’s degree in information technology, Computer Science, or a related field. Master's degree preferred.
ITIL Practitioner Level Certifications
Extensive infrastructure and application support experience using ServiceDesk MSP or other ticketing and incident management systems.
Extensive knowledge and support experience with common productivity applications such as the Microsoft Office Suite
Experience with desktop and server operating systems
Proven track record of developing and providing SLAs and Service Desk deliverables
Proven track record of developing and providing SLAs and Service Desk deliverables

Skills

Highly proficient in spoken and written English to articulate complex technical topics to non-technical colleagues.
Strong project management skills, with experience in maintaining project portfolios. ITIL and/or PMP certification would be a plus.

Responsibilities

Responsible for planning, implementation, operation, and optimization of existing and future Service Desk operations
Responsible for ensuring Service Desk staff are rostered and available to provide support during standard operational hours
Designs, documents, and optimizes processes and structures to manage IT Support Operations in an efficiency-oriented manner
Provides leadership, management, and staff development to the people under their coordination.
Oversees inventory and distribution of resources for the Service Desk Team
Provides leadership during emergencies, major incidents, outages, and service transitions
Facilitates the gathering of business requirements to support the continuous development and improvement of IT SD Services

Kyiv Office

Quipu Regional Office Kyiv was established in 2005 and currently has around 50 employees. We provide technical support to the global group of ProCredit Banks with two teams that cover various areas of technology for banks.

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More details

Assists in the development of technical standards and manages the quality of IT SD Services.
Ensures Service Desk resources in the team are available for standard operational processes and project responsibilities as necessary.
Research new technologies and alternative methods of adding efficiency for IT SD Operations
Takes proactively initiative where necessary to create documented process improvements and solutions to complex problems
Ensures reliable day-to-day support operations for the IT infrastructure of the customers hosted on the Quipu Cloud according to the SLA
Participates in the implementation of security policies as prescribed by the information security role
Participates in the planning, implementation, and fulfilment of small and large operational projects by communicating with customers, gather requirements and collaborating with internal and or external service providers as necessary.
Creates, manages, and resolves service requests and incident tickets in accordance with quality standards and Service Level Agreements
Liaises with customers as necessary to provide feedback, support, and advice on open and outstanding tickets within MSP
Coordinates with external service providers to ensure adequate support is provided where and when necessary