- Bogotá, Bogota, Colombia
- On-site
- Full-time · Mid
- 3–5 years
The IT Service Desk Coordinator is responsible for coordinating Service Desk activities across an assigned scope and for ensuring consistent and effective first-line support to IT Systems Users.
Responsibilities
- Provide visible leadership throughout the shift, set priorities, communicate operational changes, and delegate work.
- Monitor BMC Helix queues and Webex contact-center activity; assign work equitably, and coordinate Ticket Assigner handovers across regions.
- Maintain coverage plans for shifts and absences; arrange backup support and escalate capacity risks.
- Ensure accurate ticket documentation, classification, updates, and closure throughout the ticket lifecycle.
- Provide technical guidance and ensure issues are escalated to the appropriate support teams.
Requirements
- High school diploma or equivalent