IT Support Coordinator (Contract Role)

PlayStation Global•Los Angeles, CA

15h•$36 - $50•Onsite

About The Position

Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role.

Requirements

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 are required
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 Haves

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

Responsibilities

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: gathering additional information, informing them of changes.
Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
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
Triage service requests to address urgency and scope of impact.
Update KPI Dashboards weekly.
Develops and reports on JIRA dashboard analytics to drive support performance improvements
Work across other studios to bring ticket handling improvements and optimization across PSS