Service Desk Coordinator
Technology Operations, Facilities and Security Status: Non-Exempt Classification: Full Time, Staff
Purpose of the job
Digital Domain is an innovative and global visual effects studio. We are a creative powerhouse that has brought artistry and technology to hundreds of motion pictures, commercials, and games. Our groundbreaking visual effects appear in films such as Avengers: End Game, A Minecraft Movie, and The Electric State. The Digital Domain team spans multiple studio locations in Los Angeles CA, Montreal QC, and Vancouver B.C., supporting multiple Features, Short Form, and Commercial projects. The Service Desk Coordinator will be responsible for managing the ticket queues for all departments. The position ensures that tickets and projects are addressed in a timely manner with all necessary documentation and approval. Providing metrics to various department management and modifying department spaces on request will also be an essential part of the role. Duties outside of Jira include assisting with employee onboarding, as well as creating purchase orders.
Essential Functions/Responsibilities
- Learn and know each department’s responsibilities as well as key roles and stakeholders.
- Evaluate, triage, and assign each ticket submission.
- Handle basic tasks to resolve tickets quickly (redirect to documentation, provide links, answer simple
questions, reboots, etc....)
- Enforce response times and follow ups.
- Create filters on request for departments and key stakeholders.
- Assist in managing the Jira backend, admin controls and automations.
- Evaluate Jira queues and make recommendations for improvements.
- Advise and implement solutions for our service managers.
- Assist the executive team on measuring output and efficiency.
- Responsible for helping form our delivery strategy.
- Create Purchase Requests as needed
- Coordinate Equipment Pickup/Dropoff and Courier
- Occasional onsite clerical tasks as needed
- Ad hoc duties as assigned and required.
Qualifications
Education and/or Experience Required
- Proven ability to coordinate projects from a concept to completion, prioritizing appropriately to meet
changing requirements and deadlines.
- Highly organized, strong time-management skills and detail-oriented.
- Familiarity with scheduling and ticketing with the Jira platform.
- Strong communication and interpersonal skills.
- Basic production knowledge or experience in either VFX, TV, Animation, Games or similar.
- Strong problem solving skills.
- Experience working with teams and stakeholders spread across multiple locations.
- Strong team player and self-motivated.
- Ability to multitask, problem solve and handle stress.
Working Conditions and Environment/Physical Demands
- Hybrid working environment, primarily remote.
- Hours for this position are based on normal working hours but will require extra hours pending
production needs. Potential on call hours as production dictates
- Walking/bending/sitting.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities associated with it. Digital Domain 3.0, Inc management reserves the right to amend and change responsibilities to meet business and organizational needs. Compensation Range: $28.85 to $31.25 per hour. The posted range describes the minimum to maximum range for this job description in the provinces of British Columbia. The range is posted in accordance with applicable law. The range for this same position may be lower or higher in the provinces of British Columbia. Offered base pay is contingent on internal equity, as well as the candidate’s geographic region, job-related knowledge, skills, experience, and other factors. As an equal employment opportunity employer, Digital Domain commits to a work environment free from unlawful discrimination where all employees are treated equally with dignity, respect and on the basis of individual experience and potential, without regard to any personal classifications protected by applicable laws, regulations and ordinances. Diversity and inclusion are at the forefront of DD's values as a company. Our goal is to increase the attraction, retention, and advancement of women, persons of color, indigenous peoples, people with disabilities, individuals who identify as LGBTQ2S and all under-represented groups in skilled occupations within the entertainment and technology sectors. Building a diverse and inclusive workplace is critical to the success of our business and the well-being of our people. It drives innovation, new ideas, and most importantly, a safe and collaborative environment for you. We invite you to join us on this journey to help us better represent the world we live in, at the places we work, and to create a space where each individual feels comfortable bringing their whole self to work.