Job Description
Join Accent Micro Technologies, Inc. as an IT Service Coordinator and play a pivotal role in ensuring seamless IT service delivery across our organization. You will act as the central point of contact between end-users, technical teams, and vendors, coordinating incident resolution, service requests, and change management processes. Leveraging ITIL best practices, you will monitor service performance, maintain accurate documentation, and drive continuous improvement initiatives to enhance user satisfaction. This role offers the opportunity to work with cutting-edge technologies, collaborate with cross-functional teams, and develop your expertise in IT service management within a fast-growing Philippine IT solutions provider. If you are passionate about delivering exceptional customer service, possess strong organizational skills, and thrive in a dynamic environment, we invite you to apply and contribute to our mission of enabling business success through reliable IT operations.
Responsibilities
- Act as the primary liaison between end-users, IT support teams, and external vendors to ensure timely resolution of incidents and service requests.
- Coordinate and track service desk tickets using ITSM tools, ensuring adherence to SLAs and escalation procedures.
- Support change management activities by scheduling, communicating, and documenting approved changes.
- Maintain accurate configuration management database (CMMD) records and service documentation.
- Monitor service performance metrics, generate reports, and identify opportunities for process improvement.
- Assist in user training and communication of new IT services, policies, and procedures.
Qualifications
- Bachelorās degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- Minimum 2 years of experience in IT service desk, technical support, or IT coordination roles.
- Foundational knowledge of ITIL framework and service management best practices.
- Proficiency with ticketing systems such as ServiceNow, Zendesk, or similar ITSM platforms.
- Strong organizational, multitasking, and prioritization skills with keen attention to detail.
- Excellent verbal and written communication abilities in English and Filipino.
- Customerāservice oriented mindset with a proactive approach to problem solving.