IT Support Coordinator, PlayStation

• Basic computer and operating system skills
• Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
• Excellent written and oral communication skills are required
• Experience in a role involving direct customer contact (internal and external customers)
• Ability to work in a team and communicate effectively
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools
• Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks

Desirable

• The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role
• Coordination with IT Support to balance workload
• Monitor queues of staff for issues needing responses
• Monitor unassigned queue to ensure prompt responses within SLA
• Communicate with customers as required: gathering additional information, informing them of changes
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests
• Escalate service requests to appropriate teams as necessary
• Assists in day-to-day IT queue support operations with some supervision
• Provide first-level basic support for end user issues
• A point of contact to the customer for all types of service requests
• Maintains documentation with updates and changes
• Triage service requests to address urgency and scope of impact
• Update KPI Dashboards weekly
• Develops and reports on JIRA dashboard analytics to drive support performance improvements
• Work across other studios to bring ticket handling improvements and optimization across PSS