Partner Servicedesk Coordinator PH

4 weeks ago

Metro Manila Philippines Excis Compliance Full time

WE’RE HIRING AS A PARTNER SERVICE DESK COORDINATOR IN THE PHILIPPINES. Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Partner Servicedesk Coordinator to oversee and manage our network of subcontractor partners in assigned countries. This role ensures seamless collaboration, quality service delivery, and cost-effective operations across a global partner network. What You’ll Do Manage partner service desk and serve as the main liaison between partners and the service desk team Liaise with partners on a daily basis with regards to incidents, service request and hands and eyes tickets allocated, SLA requirements, purchase order request, ASO support Manage all dispatch site tickets and make sure SLA’s are being adhered to Liaise with the partner regarding the availability of backfill engineers when main engineers take leave Coordinate the timely resolution of technical and operational issues through internal teams or escalation paths Ensure partners are kept informed of progress, resolutions, and updates Monitor the service desk ticketing system to ensure SLA compliance Assign and track support tickets to appropriate technicians or departments Generate and analyse service performance reports, identifying trends and areas for improvement Maintain accurate documentation of partner interactions, incidents, and resolutions Collaborate with account managers and technical teams to deliver consistent service quality Assist in onboarding new partners and providing guidance on service desk procedures Contribute to knowledge base articles, FAQs, and training materials Support audits and reviews of service delivery performance Partner satisfaction rating Requirements 2–4 years’ experience in a service desk, partner support, or coordination role Experience with Service Now or ticketing tool Strong understanding of IT service management principles (ITIL certification is a plus) Excellent communication and interpersonal skills Strong organizational and multitasking abilities Analytical mindset with attention to detail Customer-focused with a proactive approach to problem-solving Average response and resolution times SLA compliance rate Ticket backlog and closure efficiency Quality and accuracy of documentation Benefits At Excis, you will be part of a collaborative and innovative global team driving industry-leading IT solutions. We prioritize professional growth, continuous learning, and provide opportunities to make a tangible impact. Enjoy a supportive environment with competitive compensation, meaningful career advancement, and the chance to contribute to the success of a global leader in IT services. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology #J-18808-Ljbffr

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