Skillsoft
Coord2,ITOperations
Neural analysis suggests this role is
optimal for Mid candidates.
“Coord 2, IT Operations at Skillsoft. Skills: IT Operations Support, device onboarding, device offboarding, Office 365 support, application support, User access management, account management, password issues, Active Directory, Microsoft Entra ID, Percipio support, collaboration tools support, ticket triage, ticket resolution, SLA compliance, knowledge base updates, Standard Operating Procedures adherence, troubleshooting procedures development. Manage Tier-1 and standard service requests, improv”
What You'll Achieve.
strengthening team stability and operational resilience; supporting device onboarding, and offboarding; delivering standard Office 365 and application support; improving response and resolution times; reducing workload pressure on current staff; improved SLA compliance; faster ticket closure; Reduce backlog and escalations; providing better coverage during high-volume periods; enhancing the employee experience; improving customer satisfaction and perception; ensure high-quality support; facilitate knowledge sharing; enhance service desk efficiency
Industry & Context.
proactive problem-solving skills
What They're Looking For.
Must Have
3-6 years of professional IT Operations Support experience, Hands on experience with Office 365, Active Directory, Intune and Entra ID, Knowledge of Software applications, operating systems, and integrations, excellent written and verbal communication skills, adaptable, proactive problem-solving skills, ability to handle rapidly changing priorities, Ability to effectively manage a workload and prioritize tasks within a fast-paced tech environment
What You'll Do.
Manage Tier-1 and standard service requests
improving response and resolution times
and reducing workload pressure on current staff
User access management
including handling account and password issues related to Active Directory (AD) and Microsoft Entra
Support for device onboarding and offboarding processes
Assist with application and software access
as well as support for Percipio and collaboration tools
Enhance ticket quality
as well as to support automation and self-service improvements
Provide Fresh Service ticket triage and resolution
managing user access and account requests
and working towards improved SLA compliance and faster ticket closure
Reduce backlog and escalations
providing better coverage during high-volume periods
and enhancing the employee experience
Strengthen team stability and operational resilience
supporting device onboarding
and delivering standard O365 and application support
Provide ongoing updates to the knowledge base and adherence to Standard Operating Procedures are maintained
Uphold customer success by actively improving customer satisfaction and perception
Keep abreast of the latest industry trends and technologies to ensure high-quality support
Maintain accurate and detailed documentation of all technical support activities in the ticketing system to facilitate knowledge sharing
Escalate unresolved issues and coordinate until the issue is resolved
Develop and refine troubleshooting procedures for common issues to enhance service desk efficiency
How You'll Work.
Team & Collaboration
cross-functional coordination; coordinate until the issue is resolved
Communication Scope
excellent written and verbal communication skills
Process & Methodology
manage your workload independently and effectively, prioritize tasks
Full Job Description
At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help organizations understand what skills they have, what they need next, and how to apply them in ways that drive real performance and progress. Skillsoft is Hiring! We are seeking an IT Operations Coordinator to be responsible for strengthening team stability and operational resilience, supporting device onboarding, and offboarding, and delivering standard Office 365 and application support. In this role, you will have the opportunity assist colleague, manage your workload independently and effectively, and prioritize tasks in a high-demand technological landscape. Responsibilities: Manage Tier-1 and standard service requests, improving response and resolution times, and reducing workload pressure on current staff User access management, including handling account and password issues related to Active Directory (AD) and Microsoft Entra Support for device onboarding and offboarding processes Assist with application and software access, as well as support for Percipio and collaboration tools Enhance ticket quality, categorization, and documentation, as well as to support automation and self-service improvements Provide Fresh Service ticket triage and resolution, managing user access and account requests, and working towards improved SLA compliance and faster ticket closure Reduce backlog and escalations, providing better coverage during high-volume periods, and enhancing the employee experience are key goals Strengthen team stability and operational resilience, supporting device onboarding, and offboarding, and delivering standard O365 and application support are also priorities Provide ongoing updates to the knowledge base and adherence to Standard Operating Procedures are maintained Uphold customer success by actively improving customer satisfaction and perception Keep abre
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