IT Service Desk Coordinator

About the role

Eurofins Scientific is hiring an IT Service Desk Coordinator in Bogotá. The role coordinates Service Desk activities across an assigned scope and ensures consistent, effective first-line support for IT systems users. It covers workload, priorities, coverage and escalations, monitors incidents and requests, applies ITSM processes and coordinates handovers to other support capabilities.

Key responsibilities

• Lead the Service Desk during each shift: set priorities, communicate changes, answer questions, delegate work and ensure agents know their next steps.
• Monitor BMC Helix queues and Webex contact-center activity, assign tickets fairly and coordinate handovers across regions.
• Maintain shift and absence coverage plans, arrange backup support and escalate capacity risks.
• Ensure accurate ticket documentation, classification, updates and closure, and provide technical guidance and escalation support.
• Support major incident management: include stakeholders, record decisions and actions, and communicate outages clearly.
• Audit tickets, review SLA and aging exceptions, coach agents and keep coaching records.
• Coordinate onboarding, shadowing and cross-training, and keep SOPs, knowledge articles and training materials up to date.
• Set expectations, run one-on-ones and team check-ins, and handle performance and conduct matters.
• Complete annual HR training, EtQ and Eurofins Learning Portal training, and submit weekly time records, leave requests and expense reports.

Required profile

• High school diploma or equivalent.
• 3 to 5 years of experience in a leadership role.
• Progressive experience in enterprise end-user support, including troubleshooting, ticket ownership, queue management and escalation coordination.
• Demonstrated experience leading, coordinating or mentoring an IT support team, covering workload assignment, coverage planning, onboarding, coaching and training.
• Strong written and verbal English, able to work with technical and non-technical stakeholders across regions.

Required skills

• Proficiency with an ITSM platform such as BMC Helix or ServiceNow for tickets, queues, reporting and incident/request workflows.
• Working knowledge of Windows, Microsoft 365, Active Directory, authentication, remote-support tools, endpoint management, software deployment, printers, VPN and basic network troubleshooting.
• Incident, request, major incident, knowledge and escalation management.

What we offer

• Good working environment.
• Opportunities for growth and development.
• Lunch and transportation included.