Service Desk Coordinator in Quipu GmbH LLC

We are looking for Service Desk Coordinator to join our team in Kiyv!

Quipu is the dedicated IT company of the ProCredit group and provides comprehensive end-to-end solutions for all ProCredit institutions, as well as for other banks and financial institutions This includes everything from electronic payment services to software systems, hybrid cloud hosting, and a host of other operations.
 A 100% subsidiary of ProCredit Holding, Quipu was established in March 2004 and is headquartered in Frankfurt am Main, Germany. Quipu plays a central role within the ProCredit group, providing a comprehensive range of support services that enable the banks to become competitive and efficient.

Main duties and responsibilities: 

• Responsible for planning, implementation, operation, and optimization of existing and future Service Desk operations
• Responsible for ensuring Service Desk staff are rostered and available to provide support during standard operational hours
• Designs, documents, and optimizes processes and structures to manage IT Support Operations in an efficiency-oriented manner
• Provides leadership, management, and staff development to the people under their coordination.
• Oversees inventory and distribution of resources for the Service Desk Team
• Provides leadership during emergencies, major incidents, outages, and service transitions
• Facilitates the gathering of business requirements to support the continuous development and improvement of IT SD Services
• Assists in the development of technical standards and manages the quality of IT SD Services.
• Ensures Service Desk resources in the team are available for standard operational processes and project responsibilities as necessary.
• Research new technologies and alternative methods of adding efficiency for IT SD Operations
• Takes proactively initiative where necessary to create documented process improvements and solutions to complex problems
• Ensures reliable day-to-day support operations for the IT infrastructure of the customers hosted on the Quipu Cloud according to the SLA
• Participates in the implementation of security policies as prescribed by the information security role
• Participates in the planning, implementation, and fulfilment of small and large operational projects by communicating with customers, gather requirements and collaborating with internal and or external service providers as necessary.
• Creates, manages, and resolves service requests and incident tickets in accordance with quality standards and Service Level Agreements
• Liaises with customers as necessary to provide feedback, support, and advice on open and outstanding tickets within MSP
• Coordinates with external service providers to ensure adequate support is provided where and when necessary

 Requirements:

• Bachelor’s degree in information technology, Computer Science, or a related field. Master's degree preferred.
• ITIL Practitioner Level Certifications
• Extensive infrastructure and application support experience using ServiceDesk MSP or other ticketing and incident management systems.
• Extensive knowledge and support experience with common productivity applications such as the Microsoft Office Suite
• Extensive knowledge of computer hardware, including PCs, phone, and network equipment
• Experience with desktop and server operating systems
• Proven track record of developing and providing SLAs and Service Desk deliverables.
• Working experience in a technical leadership or B2B customer-driven solution delivery management role
• Highly proficient in spoken and written English to articulate complex technical topics to non-technical colleagues.
• Strong project management skills, with experience in maintaining project portfolios. ITIL and/or PMP certification would be a plus.

 What we offer:

• Excellent team-oriented, dynamic and international working environment
• Challenging, engaging and varied tasks 
• Personal and technical skills development with certified trainings
• Hybrid model of working
• Travel possibilities
• Private health insurance