Position: Help Desk Coordinator
Company: Luxoft
Category: Support
Experience required: 3y
English level: upper

**About the client:**
 Our client is a US subsidiary of a global financial house working in multiple markets and asset classes.

**Our team:**
 Rapidly expanding group in Kyiv developing and supporting a range of client projects and requirements.

**About the project:**
 We are currently looking to expand our Kyiv team with a Help Desk Coordinator. As the Help Desk Coordinator, you will be responsible for Help Desk ticket queue administration within client's technical department. The primary function is to continuously review and balance ticket, email and self-services queues in the Serena Business Manager tool (SBM). This includes resource management activities to ensure optimal resource availability and balanced workloads across the combined service delivery team. Service SLA (Service Level Agreement) management is a prime function to ensure compliancy and that the client has a great customer service experience. In assuming this position, you will be a critical contributor to meeting risk and audit goals.
The candidate would be required to work 9am - 5pm EST ( 16:00 - 0:00 Kyiv time).
Currently the team operates fully in WFH mode.

**Responsibilities:**
Manage the SBM queues for tickets and emails within the teams to ensure process adherence of ITIL best practice and SLA's.
Assess each new ticket received via phone or email and determine severity, technology and the appropriate resource it should be assigned.
Ensure team member's ticket workloads are evenly balanced, where possible.
Manage aged tickets by escalating or reassigning to other resources.
Work closely with all Supervisors to ensure SLA's are being adhered to.
Ensure resource availability is sufficient & maintain/distribute resource schedule for Service Delivery Program.
Generation & distribution of monthly service reports (e.g. ticket volumes, aging, etc.).
Other service desk duties as assigned.

**Mandatory Skills:**
At least 2 years of working experience.
At least 1 year of HelpDesk or similar experience.
Strong experiences with Issue Management, Bug Tracking Systems.
Keen attention to detail.
Good Interpersonal skills.
Strong Customer Service skills.
Team-oriented with excellent communications skills required.
Ability to multi-task.

**Nice-to-Have Skills:**
Serena Business Manager experience would be a big plus