Help Desk Coordinator Level 1

Description

Job Summary: We are seeking a Help Desk Lead to manage and supervise technical support delivery, establish service standards, and develop productivity reports. Key Highlights: 1. Help Desk administration and supervision 2. Establishment of customer service standards and best practices 3. Development of productivity and service statistics reports At Stefanini, we are over 30,000 geniuses, connected from 41 countries, doing what we love and co-creating a better future. To continue our growth, we are currently looking for an IT technician to work as a Help Desk Lead. **Responsibilities and Duties** * Experience in Help Desk administration and supervision to deliver timely and accurate technical support to customers. * Establishment of customer service standards and best practices across the entire technical support process; follow-up with customers to identify areas for improvement. * Development of regular team productivity reports. * Development of regular service statistics reports. Train and support Help Desk analysts. * **Requirements and Qualifications** **Requirements for the Service Supervisor:** ------------------------------------------------------- * Graduate of a technical higher education program or university student (Systems Engineering, Industrial Engineering, Administration, or related field). * Intermediate knowledge of MS Excel 2016 or later. * Intermediate knowledge of Power BI (desirable). * Experience coordinating at least one (1) Help Desk project. * ITIL training (desirable) and/or knowledge. * Knowledge of ITSM tools. * Report writing. * SLA and KPI management and monitoring. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action counts, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are exactly what you’re looking for. Come and let’s build a better future—together!