Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role Helpdesk Coordinator Full-time | Onsite What Makes This Opportunity Unique This role offers the chance to drive continuous improvement by analyzing and identifying key strengths, weaknesses, opportunities, and threats within the team and operational processes. You will be responsible for pinpointing the root causes of delays in delivering client activities, ensuring that any disruptions to committed service levels are quickly addressed. By taking proactive corrective and preventive actions, you will play a critical role in enhancing overall performance, optimizing processes, and ensuring the consistent delivery of high-quality service to our clients. Key Responsibilities: Coordinate the work team to ensure efficient service delivery. Ensure the committed service levels are met consistently. Foster a positive and productive work environment within the team. Generate service reports and statistics for tracking performance. Manage incident resolution and maintain service quality. Lead the implementation of contracted services, ensuring smooth execution. Oversee the stable operation of services and/or projects assigned to the team. Define the requirements for the operations and/or projects assigned. Propose operational models that help optimize process efficiency. Define performance metrics for operations and/or projects. Ensure the proper functioning of technological tools, configure and manage dedicated management tools. Continuously train and develop team members to ensure high performance. Ensure that the service operation processes are followed as agreed. Generate required reports for the organization and/or the client. Develop comprehensive, practical, and useful plans for the area, including task analysis (reviewing shift deliverables and operations logs), critical task analysis, work estimates, issue tracking, communication, and documentation. Timely report issues and achievements to the Service Manager and channel information properly through project status reports, progress updates, deviations, corrective actions, and forecasts. Identify strengths, weaknesses, opportunities, and threats to create continuous improvement actions. Present and substantiate reports for the business unit related to projects and/or operations and those required by the client. What we need to see from you Knowledge and Skills Proficiency in Office programs: Word, Excel, PowerPoint, as well as Internet and Intranet navigation, among others, required for preparing and presenting reports, internal and/or external documents, and anything necessary for your tasks. Knowledge of ITSM tools, IT asset inventories, and telephone systems. Certification: ITIL Foundation 4. Skills: Leadership, teamwork, communication, conflict resolution, negotiation. Minimum Requirements: 3 years of experience in: Providing technology services. Leading helpdesk teams and on-site support. Knowledge of ITSM tools, IT asset inventories, and telephone systems. Degree in Systems Engineering or related fields. Basic English proficiency. Desirable Requirements: ITIL Foundation certification. Soft Skills: Leadership, teamwork, communication, conflict resolution, negotiation Benefits: Supportive Culture: A work environment where we value what truly matters, fostering recognition and motivation. Personalized Development: Opportunity to develop your potential in a personalized way, aligned with your objectives within the role. Health Policy: Health coverage for you, with preferential rates for your family. 100% Disability Pay: Comprehensive protection in case of work incapacity. Economic Incentive Program: Reward for employee referrals for active positions within the company. Employee Funds Access: You will be part of one of the most active employee funds in the industry, with access to savings, credits, and special agreements with allied brands. Wellness Spaces: Areas dedicated to leisure, celebrations, and recreation, promoting your physical and mental health. Job Function Software & Cloud Services