IT Support Coordinator (Contract Role)

The role

The IT Support Coordinator prioritizes, triages, and acts as the first point of contact for tickets in the IT Support queue. This role involves monitoring queues, communicating with customers, and providing first-level basic support for end user issues.

What you will do

• 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.
• Improve customer service, perception, and satisfaction.
• 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.

Required qualifications

• 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
• 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

Nice to have

• CompTIA A+ Certification
• Self-starter and ability to work with limited supervision
• Degree in an IT associated field of study

Benefits

• medical
• dental
• vision
• matching 401(k)
• paid time off
• wellness program
• employee discounts for Sony products
• may be eligible for a bonus package

Before you apply

• Sony Interactive Entertainment conducts background checks at the offer stage for all new employees

About the company

Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. It is a subsidiary of Sony Group Corporation and a dynamic technology company.