IT Support Coordinator

Compensation and Contract Type

Salary: USD 36 - 50 per hour. Job Type: Contract.

Location

Los Angeles, CA, onsite.

Responsibilities

• Coordinate with IT Support to balance workload across queues.
• Monitor staff queues for issues that require responses.
• Manage the unassigned queue to ensure prompt responses within SLA.
• Communicate with customers as needed: gather additional information and inform them of changes.
• Improve customer service, perception, and satisfaction through fast turnaround of requests.
• Escalate service requests to appropriate teams as required.
• Assist in day to day IT queue operations with some supervision.
• Provide first level basic end user support.
• Serve as the primary point of contact for customers on all service requests.
• Maintain documentation with updates and changes.
• Triage service requests to determine urgency and scope of impact.
• Update KPI dashboards on a weekly basis.
• Develop and report on Jira dashboard analytics to drive support performance improvements.
• Collaborate with other studios to improve ticket handling and optimize across PSS.

Requirements

• Basic computer and operating system skills.
• Ability to learn quickly in a highly technical, fast paced, and deadline driven environment.
• Excellent written and oral communication skills.
• Experience in a role involving direct customer contact (internal and external).
• Ability to work effectively within a team and communicate clearly.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools.

Technologies

• Jira Service Management
• JIRA

Benefits

• Medical
• Dental
• Vision
• 401(k) matching
• Paid time off
• Wellness program
• Employee discounts for Sony products
• Bonus package eligibility

Equal Opportunity Statement

Sony is an equal opportunity employer. All applicants will be considered for employment without regard to gender, gender identity or expression, race, religion, disability, age, sexual orientation, pregnancy or parental status, marital or civil partnership status, or any other legally protected characteristic. The company is committed to an inclusive environment and values diversity among employees. Sony Interactive Entertainment is a Fair Chance employer, and qualified applicants with arrest or conviction records will be considered in accordance with applicable laws.