Service Desk Coordinator

Description

Job Summary: NADRO is seeking a Service Desk Coordinator to oversee daily operations, manage the team, ensure SLA compliance, implement improvements, and collaborate with other IT departments. Key Highlights: 1. Manages and motivates the service desk analyst team. 2. Ensures compliance with Service Level Agreements (SLAs). 3. Collaborates with other IT departments and business areas. **NADRO is hiring a Service Desk Coordinator in Granjas México \- Iztacalco, Ciudad de México** --------------------------------------------------------------------------------------------- At Nadro, we operate under a principle of equal opportunity. Therefore, we do not discriminate based on age, ethnic origin, nationality, gender, sexual orientation, marital status, social condition, health status, religious beliefs, political doctrine, or disability. In 2024, we obtained certification from the international organization Great Place to Work (GPTW) as one of the best workplaces for women, ranking #13 in the category of companies with more than 5,000 employees. We invite you to join our team as! **Service Desk Coordinator** **Requirements:** Education: Bachelor’s Degree (completed) Minimum 2 years of experience managing IT service desks, knowledge of ITIL and best practices for IT service desks Intermediate or advanced knowledge of SQL Server 2005 or later (SQL\-Transact), basic programming knowledge on Windows platform (.NET), intermediate\-advanced spreadsheet reporting skills, user service and support capability (Service Desk), basic UML knowledge **Responsibilities:** Supervise daily operations of the IT service desk. Manage and motivate the team (analysts). Ensure compliance with Service Level Agreements (SLAs). Analyze and report service performance metrics. Manage escalations and resolve critical incidents. Implement process and procedure improvements. Coordinate staff training and development. Collaborate with other IT departments and business areas. Select and implement service management tools. Identify trends and propose preventive solutions. **We Offer:** Salary: $29,000 MXN gross per month. Statutory benefits and enhanced benefits 32 days of Christmas bonus (Aguinaldo) 50% vacation premium Savings Fund: 13% starting from the 6th month Life insurance Direct employment with the company Career growth **Desired Education Level:** Bachelor’s Degree (completed) **Desired Experience Level:** Expert Level **Departmental Function:** Technology / Internet **Industry:** Pharmaceuticals **Skills:** * Sense of urgency * Analytical ability * Results\-oriented * Response analysis *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=6a0df5d9390000300071c442\&source\=indeed*