IT Support Coordinator-Contract

PlayStation•Bellevue, WA

About The Position

Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand, a subsidiary of Sony Group Corporation and an entertainment leader. SIE is a dynamic technology company delivering cutting-edge hardware and network services. Bungie is looking for a talented IT Support Coordinator to support the infrastructure and people working on their world-class games. The Studio IT support team is a small group whose day-to-day duties and challenges vary from supporting creative staff with high-end applications to maintaining server and technical infrastructure. The ideal candidate has a great team attitude, exceptional customer service skills, and a hunger for expanding their technical breadth. Adaptability and a strong desire to research, investigate, and find unique solutions are a must, as the team often treads the razor's edge on new technology adoption. This role is for an IT Support Coordinator 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.
Strong organizational and prioritization skills with the ability to manage competing priorities while maintaining attention to detail.
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.
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.