.Why SoftwareOne?Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.The roleHelpdesk CoordinatorFull-time | OnsiteWhat Makes This Opportunity UniqueThis role offers the chance to drive continuous improvement by analyzing and identifying key strengths, weaknesses, opportunities, and threats within the team and operational processes. You will be responsible for pinpointing the root causes of delays in delivering client activities, ensuring that any disruptions to committed service levels are quickly addressed. By taking proactive corrective and preventive actions, you will play a critical role in enhancing overall performance, optimizing processes, and ensuring the consistent delivery of high-quality service to our clients.Key Responsibilities:Coordinate the work team to ensure efficient service delivery.Ensure the committed service levels are met consistently.Foster a positive and productive work environment within the team.Generate service reports and statistics for tracking performance.Manage incident resolution and maintain service quality.Lead the implementation of contracted services, ensuring smooth execution.Oversee the stable operation of services and/or projects assigned to the team.Define the requirements for the operations and/or projects assigned.Propose operational models that help optimize process efficiency.Define performance metrics for operations and/or projects.Ensure the proper functioning of technological tools, configure and manage dedicated management tools.Continuously train and develop team members to ensure high performance.Ensure that the service operation processes are followed as agreed.Generate required reports for the organization and/or the client.Develop comprehensive, practical, and useful plans for the area, including task analysis (reviewing shift deliverables and operations logs), critical task analysis, work estimates, issue tracking, communication, and documentation.Timely report issues and achievements to the Service Manager and channel information properly through project status reports, progress updates, deviations, corrective actions, and forecasts.Identify strengths, weaknesses, opportunities, and threats to create continuous improvement actions