IT Support Coordinator (Contract) – Fast-Paced Helpdesk Lead

PlayStation; Los Angeles (CA); Sur place; USD 50 000 - 69 000; Plein temps

Résumé du poste

Sony Interactive Entertainment in Los Angeles is seeking an IT Support Coordinator on a 12-month contract. You will triage and be the first point of contact for IT tickets, prioritizing work, and maintaining SLA-driven queues.

Key responsibilities include coordinating with IT support, monitoring queues, updating customers, and developing dashboards and reports to improve ticket handling. Strong communication and Jira Service Management experience are required.

Qualifications

• Basic computer and OS skills.
• Ability to learn quickly in a highly technical, fast paced environment.
• Excellent written and oral communication skills.
• Experience in a role involving direct customer contact (internal and external customers).
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools.

Responsabilités

• 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

Connaissances

Basic computer and OS skills

Fast learner in technical environment

Excellent written and verbal沟通

Direct customer contact experience

Teamwork and collaboration

Jira Service Management experience

Formation

IT-related degree or diploma

CompTIA A+ Certification

Outils

Jira Service Management

Description du poste

Sony Interactive Entertainment in Los Angeles is seeking an IT Support Coordinator on a 12-month contract. You will triage and be the first point of contact for IT tickets, prioritizing work, and maintaining SLA-driven queues.

Key responsibilities include coordinating with IT support, monitoring queues, updating customers, and developing dashboards and reports to improve ticket handling. Strong communication and Jira Service Management experience are required.