IT Support Coordinator (Contract Role)

PlayStation•Los Angeles, CA

2d•Onsite

About The Position

Sony Interactive Entertainment (SIE) is seeking an IT Support Coordinator for a 12-month contract role in Los Angeles, CA. This position serves as the first point of contact for IT support tickets, requiring strong organization and customer service skills. The role involves prioritizing, triaging, and responding to IT support requests, coordinating workload with the IT Support team, and ensuring prompt responses within Service Level Agreements (SLAs). The IT Support Coordinator will communicate with customers, improve customer satisfaction, escalate issues as needed, and assist in daily IT queue operations with some supervision. This role provides first-level basic support for end-user issues and acts as a customer liaison for all service requests. Responsibilities also include maintaining documentation, triaging service requests based on urgency and impact, updating KPI dashboards weekly, and developing JIRA dashboard analytics to enhance support performance. Collaboration with other studios to improve ticket handling and optimization across PSS is also expected.

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.