Job Description

Job Overview:

We are seeking a

Helpdesk Coordinator

to oversee IT support operations, manage service requests, and ensure timely resolution of technical issues. The ideal candidate will act as a bridge between end-users and IT teams, ensuring smooth communication and efficient ticket management.

Key Responsibilities:1. Helpdesk Operations Management:

Serve as the

first point of contact

for IT support requests via phone, email, or ticketing system.

Log, categorize, prioritize, and assign tickets

to appropriate IT teams. Monitor and track

ticket progress

, ensuring SLA compliance and timely resolution. Escalate

critical issues

to higher-level support or management when necessary.

2. User Support & Communication:

Provide

basic technical troubleshooting

(password resets, software installations, connectivity issues). Guide users through

step-by-step solutions

and document resolutions in the knowledge base. Communicate

status updates

to end-users and stakeholders.

3. Documentation & Reporting:

Maintain

accurate records

of incidents, requests, and resolutions. Generate

weekly/monthly reports

on helpdesk performance (ticket volume, resolution time, trends). Identify

recurring issues

and suggest process improvements.

4. Vendor & Inventory Coordination:

Liaise with

external vendors

for hardware/software procurement and warranty claims. Assist in

IT asset management

(tracking laptops, peripherals, and software licenses).

Required Skills & Qualifications:

1-3 years

of experience in

helpdesk support, IT coordination, or service desk roles

. Familiarity with

ticketing systems

(ServiceNow, Zendesk, Freshservice, Jira). Basic knowledge of

Windows OS, Microsoft 365, Active Directory, and networking concepts

. Strong

organizational and multitasking

abilities. Excellent

verbal and written communication

skills. Customer-focused with a

problem-solving attitude

.

Preferred Qualifications:

ITIL Foundation certification (a plus). Experience with

remote support tools

(TeamViewer, AnyDesk). Knowledge of

IT asset management (ITAM) practices

.

Benefits (if applicable):

Health insurance Flexible work options Training & certification support
Job Type: Permanent

Pay: ?14,000.00 - ?18,000.00 per month

Shift:

Day shift
Education:

Diploma (Required)
Work Location: In person