? We’re Hiring: Service Desk Coordinator / Supervisor | Advanced English | Spain Working Hours
? Location: Lima, Peru | Hybrid
? Company: NTT DATA Europe & Latam
? Schedule: Availability to work Spain business hours
? Employment: Permanent contract

At NTT DATA, we are looking for an experienced Service Desk Coordinator / Supervisor to join our team and lead high-performing IT support operations.
If you are passionate about IT Service Management, team leadership, operational excellence, and delivering an outstanding user experience, this opportunity could be for you

? Your Mission
Lead the day-to-day Service Desk operation, ensuring SLA compliance, service quality, operational efficiency, and continuous improvement. You will coordinate the support team and help deliver an excellent experience to our users and customers.

?️ Key Responsibilities
✅ Coordinate and supervise daily Service Desk and support operations.
✅ Manage incidents, service requests, queries, problems, and escalations following ITIL best practices.
✅ Ensure accurate ticket categorization, prioritization,



assignment, and escalation to L2 and L3 teams.
✅ Monitor and drive performance across SLAs, KPIs, response and resolution times, backlog, reopen rates, and First Call Resolution (FCR).
✅ Coordinate multichannel support via phone, email, portal, chat, automated alerts, and on-site support.
✅ Lead the response to Major/Critical Incidents, coordinating communications, escalations, and follow-up through service recovery.
✅ Prepare operational reports, trend analyses, performance indicators, and improvement plans.
✅ Plan shifts, on-call coverage, replacements, and overall operational coverage.
✅ Maintain procedures, playbooks, escalation matrices, and knowledge bases.
✅ Promote automation, standardization, continuous improvement, and Shift-Left strategies.

? What We’re Looking For
✔️ Technical degree or university degree in Systems Engineering, Computer Science, Telecommunications, IT, or a related fie

📌 SERVICE DESK COORDINATOR (Lima)
🏢 NTT DATA Europe & LATAM
📍 Lima