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We’re Hiring: Service Desk Coordinator / Supervisor | Advanced English | Spain Working Hours

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Location:
Lima, Peru | Hybrid

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Company:
NTT DATA Europe & Latam

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Schedule:
Availability to work Spain business hours

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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, Telecommunicati

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