Service Desk / Service Delivery Coordinator

Job Title: Service Delivery / Service Desk CoordinatorAbout the Role:We are looking for a skilled Service Delivery / Service Desk Coordinator with a minimum of 3 years of experience in a similar capacity. This role is pivotal in ensuring the seamless operation of IT services, managing incident workflows, and delivering high-quality support to users.Key Responsibilities:Service Desk Operations: Manage daily service desk activities, prioritize service requests, and maintain adherence to SLAs and KPIs.Triage & Incident Management: Oversee incident triage, ensuring accurate prioritization and categorization. Lead troubleshooting efforts and guide the team on effective resolutions.Major Incident Handling: Coordinate the response to critical incidents, ensuring clear communication with stakeholders and timely resolution.ITSM Expertise: Apply ITIL best practices to refine Incident, Problem, and Change Management processes.ITSM Tools: Demonstrate proficiency with tools like ServiceNow to optimize service workflows and enhance ticket management.What We're Looking For:A minimum of 3 years of experience as a Service Desk Coordinator or in a similar role.Strong knowledge of ITIL frameworks; ITIL Foundation certification is highly desirable.Proven proficiency with ITSM tools such as ServiceNow.Exceptional organizational, leadership, and communication skills.Why Join Us?Be at the forefront of IT service excellence, lead impactful initiatives, and foster a culture of continuous improvement in a dynamic team environment.Apply now to take the next step in your IT service career!If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact us.
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