1d ago
Service Desk Coordinator
Service Desk Coordinator
Original Advert
Since 1929, ESTEVE has been driven by a clear and powerful purpose: improve people's lives. Headquartered in Barcelona, we are a global pharmaceutical company with affiliates in Spain, Portugal, Italy, Germany, France, the UK, and the USA, as well as world-class production sites in Mexico and China supporting our global CMO business.
We are on an exciting growth journey, transforming into a leading international specialty pharma company, focused on highly specialized medicines that address unmet medical needs. At the heart of everything we do are our core values: people matter, transparency, and accountability.
We care, we do: Our commitment goes beyond medicine. We care about making a positive impact on people, the environment, and the way we do business.
SERVICE DESK COORDINATOR
Location: Barcelona
Hybrid: 3 days office based
ROLE PURPOSE
As Service Desk coordinator of the company has a strength relation with the external Service Desk provider, ensuring that service levels, processes, and communication flows are maintained to achieve a high‑quality end‑user support experience.
MAIN RESPONSIBILITIES
- Managing day-to-day operations of the service desk, ensuring that service level agreements are met and identifying areas of improvement and prioritize workload,
- Improvements: Identify opportunities for process improvements, automation, or refinement of service workflows.
- Documentation: Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Performance reviews: Conducting and sharing results from service and operation performance reviews.
- Budget and Resource Manager: Being aware of and managing the costs of running the service desks. Monitor and control material that should be bought and delivered. Control the budget and the expenses.
- Service Desk Coordination: Monitor and coordinate daily Service Desk activities delivered by the external provider. Coordinate also relevant stakeholders, including the business areas, and other teams that are involved in service desk operations.
- Quality Assurance: Ensuring that the service desk provides excellent customer service and resolves IT issues in a timely and efficient manner. Validate ticket quality, completeness of documentation, and adherence to established processes.
- Inventory: Responsible of Workplace, printers and meeting rooms hardware inventory. Take care of inventory data are filled and up-to-date.
- Meeting rooms operation: Oversees the day‑to‑day operation of meeting rooms, ensuring all equipment, systems, and supporting services are fully functional and ready for use.
- Collaborate with technical teams: Works closely with infrastructure and applications support teams to ensure timely resolution of incidents and service requests, providing clear communication and coordination between end users and technical specialists.
- Infrastructure Service Catalog: Ensures the catalog supports proper classification of incidents and service requests within the ITSM tool, enabling efficient routing, reporting, and service-level tracking.
- New hirings: Responsible for tracking IT requests related to the onboarding of new employees, ensuring that all associated requests for IT equipment and application access are completed and closed.
- VIP support lead: Responsible for ensuring a high level of satisfaction for VIP users and for overseeing the correct setup and readiness of IT equipment in VIP meeting rooms.
ORGANIZATION CHART & JOB RELATIONSHIPS
Line Manager: Global Infrastructure & Operations Head
Direct Reporting: None
Main interactions:
- Workplace and Support Manager
- Other T&D areas (Security, Digital Transformation, Applications Delivery, ...)
- Global DI&CS Assurance
- Other ESTEVE departments
JOB PROFILE
Required Studies
- Computer Bachelor degree
Other specialized knowledge
- Certification/Training in ITIL
Languages
- Fluent in English and Spanish (written and spoken)
Professional experience
- 3-5 years of experience in a similar position
- Previous experience as a service desk technician is desirable.
- Experience with GxP regulatory environments and Quality assurance methodology (nice to have)
APTITUDES & ABILITIES
- Technical knowledge: A good understanding of Technology Workplace components, and other infrastructure components including networking, servers, backup and security protocols.
- Quality Assurance: A focus on maintaining high-quality standards throughout Service processes.
- Communication skills: Ability to clearly and effectively communicate with multiple stakeholders. Ability to explain technical concepts to non-technical colleagues and end-users.
- Documentation Skills: Document organization. Management and monitoring of service management procedures.
- Time management skills: Manage time effectively and prioritize tasks to ensure that most urgent issues are dealt faster
- Attention to detail: Have a keen eye for detail and be able to identify potential issues before they become major problems. Customer‑focused mindset with problem‑solving capabilities.
- Metrics: Ability to interpret metrics, reports, and operational trends.
- Collaboration: Be able to work effectively with other members of the IT team, as well as end-users and stakeholders from other departments.
- Problem solving: Ability to identify and manage solving problems quickly and efficiently. Ability to analyze issues and develop effective solutions that prevent reoccurrence.
- Continuous Learning: The willingness to stay updated with the latest technologies, industry trends, and best practices to ensure a high level of expertise.
- Ownership: High degree of ownership, entrepreneurship, self-initiative and follow-through.
Ready to join us on our purpose to improve people's lives? Become part of a team where your passion can make a real difference.
Application managed by Esteve