IT Support Coordinator-Contract

About the role

Why Sony Interactive Entertainment? Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity. Bungie is looking for a talented IT Support Coordinator. You will be supporting the infrastructure and people working on our world-class games. Bungie's Studio IT support team is a small group whose day-to-day duties and challenges vary from supporting creative staff with high end applications to maintaining server and technical infrastructure. The ideal candidate has a great team attitude, exceptional customer service skills and a hunger for expanding their technical breadth. We often tread the razor’s edge on new technology adoption, so adaptability and a strong desire to research, investigate and find unique solutions is a must. We are looking for an IT Support Coordinator 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.

Responsibilities

• 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.
• 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.

Requirements

• Basic computer and operating system skills
• Strong organizational and prioritization skills with the ability to manage competing priorities while maintaining attention to detail.
• 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

Qualifications

• CompTIA A+ Certification
• Self-starter and ability to work with limited supervision
• Degree in an IT associated field of study

Benefits

In addition, this role is eligible for benefit offerings that include medical, dental, and vision.

Pay

The estimated base pay range for this role is listed below, this is an hourly rate: $36—$50 USD.