Skills

Full description

The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role
Coordination with IT Support to balance workload
Monitor queues of staff for issues needing responses
Monitor unassigned queue to ensure prompt responses within SLA
Communicate with customers as required: gathering additional information, informing them of changes
Improve customer service, perception, and satisfaction with fast turnaround of customer requests
Escalate service requests to appropriate teams as necessary
Assists in day-to-day IT queue support operations with some supervision
Provide first-level basic support for end user issues
A point of contact to the customer for all types of service requests
Maintains documentation with updates and changes
Triage service requests to address urgency and scope of impact
Update KPI Dashboards weekly
Develops and reports on JIRA dashboard analytics to drive support performance improvements
Work across other studios to bring ticket handling improvements and optimization across PSS

Ability to work in a team and communicate effectively
Basic computer and operating system skills
Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
Excellent written and oral communication skills are required
Experience in a role involving direct customer contact (internal and external customers)
Experience with Jira Service Management or other IT Service Management (Ticketing) tools
Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks
Self-starter and ability to work with limited supervision
Degree in an IT associated field of study
CompTIA A+ Certification

IT Support Coordinator (12 Month Contract)

Compensation

Not disclosed

Location

Los Angeles, United States

Work setup

Not specified

Seniority

Not specified

Employment

Contract

Experience

Not specified

The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role
Coordination with IT Support to balance workload
Monitor queues of staff for issues needing responses
Monitor unassigned queue to ensure prompt responses within SLA
Communicate with customers as required: gathering additional information, informing them of changes
Improve customer service, perception, and satisfaction with fast turnaround of customer requests
Escalate service requests to appropriate teams as necessary
Assists in day-to-day IT queue support operations with some supervision
Provide first-level basic support for end user issues
A point of contact to the customer for all types of service requests
Maintains documentation with updates and changes
Triage service requests to address urgency and scope of impact
Update KPI Dashboards weekly
Develops and reports on JIRA dashboard analytics to drive support performance improvements
Work across other studios to bring ticket handling improvements and optimization across PSS

Ability to work in a team and communicate effectively
Basic computer and operating system skills
Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
Excellent written and oral communication skills are required
Experience in a role involving direct customer contact (internal and external customers)
Experience with Jira Service Management or other IT Service Management (Ticketing) tools
Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks
Self-starter and ability to work with limited supervision
Degree in an IT associated field of study
CompTIA A+ Certification