RemoteFull timeMid levelPosted today
Apply with JobAssistAbout the role
- 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- Excellent written and oral communication skills are required
- Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
- Ability to work in a team and communicate effectively
- Basic computer and operating system skills
- Experience with Jira Service Management or other IT Service Management (Ticketing) tools
- Experience in a role involving direct customer contact (internal and external customers)
- 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
- Self-starter and ability to work with limited supervision
- Degree in an IT associated field of study
- CompTIA A+ Certification
Millions of jobs, with real people getting hired every day
20,000+
New jobs added daily7,000,000+
Verified job listings500,000+
Tailored applications submittedFAQ
Questions, answered
Click "Apply with JobAssist" – we tailor your resume and application to this role and submit it for your approval.
Yes. This role at PlayStation was screened before publishing – we confirmed the employer before listing it.
The employer didn't disclose a salary range for this listing. JobAssist shows pay whenever it's available.
This position can be done from anywhere, with no in-office requirement.
Yes – every application is tailored from your profile and this job's requirements, and you can review and edit before it's sent.