IT Support Coordinator

#HumanizingTechnology About Seidor We want you to be a part of our team as an IT Support Coordinator for a Full remote position with Europe. At SEIDOR, we drive transformation and competitiveness through technology, innovation, and a strong focus on people. With more than 8,000 professionals across 45 countries, we are a diverse and inclusive organization committed to equal opportunities, continuous growth, and sustainable development. ARE YOU UP FOR THE CHALLENGE? WHAT WILL YOU DO IN YOUR DAY-TO-DAY?
• Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.
• Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident and request resolution.
• Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.
• Coordinate with development teams.
• Coordinate knowledge-sharing platforms (such as wikis, intranet, collaboration tools like MS Teams, SharePoint or equivalent) and ensure content accuracy.
• Monitor and follow up on service quality by tracking Key Performance Indicators (KPIs) like First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).
• Management and follow-up of user requests.
• Guidance regarding the use of information systems.
• Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.
• Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.
• Design and deliver IS and ICT trainings e-learning, classroom, job aids) and update them periodically.
• Participation in meetings and trainings with user, contractor teams, other stakeholders.
• Define, implement, and optimize support processes (ticket triage, escalation, major incident handling).
• Support service reporting dashboards for management visibility on SLAs and trends.
• Act as liaison between users and IT for feedback loops, collecting pain points and improvement opportunities.
• Escalate complex technical issues to L2 and / or L3 support or development teams with detailed documentation and reproduction steps Requirements
• 17 years of experience in IT support processes (such as L1 and / or L2 support, ticket triage, escalation or equivalent) and management practices (such as Incident, Request Fulfilment, Problem, Change or equivalent).
• 17 years of experience creating operational and service quality reports.
• 7 years of experience using collaboration platforms (such as Confluence, SharePoint, Teams or equivalent) and with managing documentation and user guides.
• 7 years of experience in using IT Service Management (ITSM) tools (such as ServiceNow, Jira Service Management or equivalent) for incident, problem, and request management.
• 10 years of experience using issue tracking tools (such as JIRA or equivalent) and collaboration tools (such as Confluence, SharePoint or equivalent) to support planning and delivery.
• English: level C2 Certificates And/or Standards – One of the following or an equivalent certification:
• ITIL 3 Foundation
• ITIL 4 Foundation Nice To Have
• 10 years of experience using case management systems or similar, i.e. systems managing documents and / or files with workflow, business rules, database management and back-office functionality for querying, analysis or reporting.
• 3 years of experience of EU rules on data protection.