Coord 2, IT Operations

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 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

• Maintain accurate and detailed documentation of all technical support activities in the ticketing system to facilitate knowledge sharing

• Develop and refine troubleshooting procedures for common issues to enhance service desk efficiency

Required Skills & Experience:

• 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

• Possess excellent written and verbal communication skills

• Be adaptable, have proactive problem-solving skills, and the ability to handle rapidly changing priorities

• Ability to effectively manage a workload and prioritize tasks within a fast-paced tech environment

MORE ABOUT SKILLSOFT:

Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. By unifying learning, real-time skills intelligence, and workforce insights, Skillsoft helps enterprises build their Skillforce™ — humans and AI working together to drive measurable business outcomes. Through personalized, interactive learning across leadership, technology, and compliance, Skillsoft enables organizations to close critical skill gaps and accelerate transformation. Skillsoft is trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, and supports a global community of more than 105 million learners. Learn more at skillsoft.com.

Thank you for taking the time to learn more about us.
If this opportunity intrigues you, we would love for you to apply!

NOTE TO EMPLOYMENT AGENCIES: We value the partnerships we have built with our preferred vendors. Skillsoft does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Skillsoft employee or hiring manager in any form without a signed Skillsoft Employment Agency Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

Skillsoft is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.