Job Description

Job Description:

We are currently looking for a dynamic individual as a Service Desk Coordinator supporting our IT team at our global headquarters in The Woodlands, TX.

The primary purpose of the role is to assist the Service Desk Team Lead to provide oversight over the day-to-day operations of a team of Service Desk analysts located in the Shared Services Center hub (see job location), a Global Service Desk operated both in Kuala Lumpur and in The Woodlands.

Description of Position Duties:

Step in when needed to work on and provide global support activities ensuring the provision of end-to-end incident management, service requests and access management within agreed service targets.
Operate the Global IT support processes and information with customer satisfaction in mind
Ensures the coordination of major/ severe incidents as a Severe incident Coordinator ensuring support teams are engaged in collaborative communications and contribution to resolve the incident and shorten the disruption to the business. Will need to play the role of “ambassador” for the Service Desk / Customer focus in cross-functional meetings
Responsible for the end-to-end ownership for Service/access Request and Incident as part of the team deliverables. Provide guidance, education and information to Level 1 /2 or new technicians. Should be able to identify business trends and opportunities, the underlying cause of issues, and provide well-developed suggestions for improvements
Works with Service Desk lead to assess and report on service desk SLT deliverables. Resource should accurately diagnose process or operational issues and develop effective action plans to address the root cause of issues in partnership with the team lead
Uses the daily dashboard and reporting to forecast a technician’s expected workload, monitoring ticket queues and works with the team lead to ensure the team responds timely to new tickets. Also tracks outstanding tickets and need to be able to prioritize tasks based on urgency and scope of impact
Fully participates to activities that meet and integrate with Huntsman & Global IT organizational requirements for quality management, health and safety, legal stipulations, environmental policies, and general duty of care
Contributes in maintaining and evolving the Continuous Service Improvement process within the Service Desk with a specific focus to ensure that a strategic improvement plan for the Service Desk gets developed, implemented and maintained with the aim to improve on our service delivery with customer satisfaction being the gauge of success
Analyzes the dashboard report and reporting from the ticketing tool / reporting database used across the operations of the Service Desk ensuring that standardized methods and procedures of the Service Management processes are used for efficient and prompt handling of all service requests and incidents in order to provide quality service delivery towards the user population  and consequently identifies opportunities to improve the day-to-day operations of the team
Develop, Implement, and maintain an improvement plan in partnership with the Service Desk Team Lead for Service Desk:

Work with the various action owners (Service Desk, Incident Management, request management) helping them to implement and to achieve improvement to service quality and delivery
Use the info from the CSATS analysis reports to feed back into the service desk organization and processes, identifying improvement areas or areas of concern
Track towards agreed improvement actions and analyze results if they achieve the result intended (Deming Quality Cycle  - Plan, Do , Check, Act)
Feedback and ensure consistency and ongoing continuous service improvement process

Monitors and assists with calls or portal tickets when backed up. Steps in and performs the role of an SD analyst to help the team with ticket or call volume. Works on tasks designated as Level 2 tasks
Escalation Management. Assist the team lead if in absence to manage any business or IT escalation that arises for service desk service or delivery. Suggest improvement plans to improve on service or delivery that resulted in said escalation
Promotes self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs. Builds and maintains relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and met (or exceeded)

Qualifications for the ideal candidate:

Associates Degree and 3+ years equivalent work experience in Information Technology in a process-oriented environment
You should have similar work experience and have been moved/promoted into a QA role, potentially for other ITIL processes – would be considered as a requirement
Detailed knowledge of the theory and operation aspects of the Service Management processes and a minimum of 2 years ITIL Operational experience in Service Desk operations is critical needed experience
Good skills in presentation, reporting, planning, analytical thinking
Experience in planning and tracking is a plus
Must have a level of proficiency with standard Windows applications, Microsoft O365 and SAAS applications
General knowledge of Service Desk terminology and processes
Reporting capability: Must be proficient (macros, VLOOKUP’s, pivot tables) in the use of Excel to do reporting; Power BI is a plus
Flexibility and adaptability to new instructions and/or dynamic organizational priorities
Strong Customer-focus mindset
Strong communication skills, be able to work very collaboratively and be results accountable
Influential and persuasive with the ability to change approach and other behavior to ensure business value
Adherence to IT policies and processes to ensure consistent quality of service
Communicates tactfully and effectively both verbally and in writing and maintains effective work relations with those encountered during the course of employment
Fluency in written and spoken English; and other languages are an extra (not required)