Desktop Tech Coordinator

Make your mark at the world's largest HVAC company! Why You’ll Love Working for Daikin:

• We’re a group who operates with a people-centered mindset, believing in the unlimited potential of each employee, with a goal of driving our company to its fullest potential.
• Our goal is to “Perfect the Air”. We do this through cutting edge innovation & sustainability efforts while meeting the HVAC needs of thousands of customers - expanding over 160 countries!
• Our culture is unrivaled. Daikin operates under 8 Core Values which are embedded into every aspect of our business. It’s through these values that we continuously strive to build a place where everyone can be authentic, feel valued and heard, and have a sense of purpose and belonging. Main Challenges:
• Oversee ticketing system: Manage the ticketing process using Remedy or the available system, ensuring prompt and efficient responses to internal customer requests. Daily operations of the desktop support team, ensuring prompt and effective resolution of user issues
• Lead technical support team: Supervise and assign day-to-day tasks to technical support personnel, ensuring the right resources are allocated to meet customer needs.
• Monitor and report performance: Track and report key performance metrics related to technical support to ensure alignment with company objectives.
• Manage performance metrics, conducting regular reviews and providing feedback to team members to foster a culture of continuous improvement.
• Manage rapid response team for incidents: Lead the incident response team, ensuring a structured process is in place for swiftly addressing and resolving Priority 1 (P1) issues.
• Lead troubleshooting efforts for complex technical issues, including hardware, software, and network problems.
• Provide hands-on support for critical incidents and ensure timely communication with stakeholders during outages and service disruptions.
• Create a world-class customer service experience: Leverage Daikin's resources to deliver top-tier customer service and optimize user experience by resolving technical issues and enhancing the performance of infrastructure resources. Develop and implement support strategies and best practices to improve service delivery and user experience.

Requirements

• Bachelor’s degree in computer systems, Information Technology, or a related field.
• +5 years of experience in similar positions, with at least 2 years in a leadership role.
• English Advanced Level (Mandatory).
• Proven experience in advanced Service Desk management.
• ITIL Foundation certification (preferred).
• Basic knowledge of networking.
• Active Directory knowledge, managing user accounts.
• Solid knowledge of desktop operating systems, hardware, and software applications.
• Familiarity with key IT tools, software, and platforms commonly used in service desk environments. Daikin is the world's industry leader in air conditioning with sales over 27 billion dollars, comprised of over 300 companies around the globe. Its cutting edge air conditioning products and services using environment friendly technologies are widely distributed and marketed in more than 170 countries, from residential A/C to commercial A/C market. As its global headquareter, Daikin Industries, Ltd. is continually leading air conditioning history with its business strategies & technological breakthrough in the area of environment friendly air comfort solutions. In challenging the needs of the future with new innovations using AI/IoT technologies, Daikin will continue its commitment to growth of the business and contribution to the society.