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Job Description
As part of the “Global Customer Service” (GCS) department, the Service Desk Coordinator provides operational support to the team of Service Desk specialists who interact directly with customers.

Duties And Responsibilities

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- Coordinate and oversee Service Desk operations for Dispensing Pyxis/PIC products.
- Ensure efficient handling and resolution of customer inquiries and incident tickets through 1st and 2nd Level Support.
- Act as the primary point of contact for customers,



managing and resolving internal and external escalations.
- Coordinate day-to-day team activities and drive a strong operational focus.
- Manage workload distribution and resource allocation to ensure effective service delivery.
- Provide operational guidance and support to Service Desk Specialists.
- Develop, implement, and continuously improve Service Desk processes and procedures.
- Own, monitor, and report on Service KPIs and ensure compliance with Service Level Agreements (SLAs).
- Build and maintain strong relationships with external service partners, suppliers, and stakeholders.
- Organize and lead regular partner meetings to review performance and identify improvement opportunities.
- Prepare service performance reports, analyses, and recommendations for the business.
- Collaborate closely with Sales, Engineering, Product Management, and other internal departments to ensure an integrated service app

📌 Partner Managment (San Agustín del Guadalix)
🏢 BD
📍 San Agustín del Guadalix