Job Description

The IT Helpdesk Coordinator is responsible for managing and overseeing the daily operations of the IT helpdesk team, ensuring efficient and timely resolution of technical issues. This role acts as the primary point of contact between end-users and the IT department, coordinating support efforts, tracking incidents, and maintaining service quality standards.

Key Responsibilities:

Helpdesk Operations Management:

Coordinate and monitor all incoming IT support requests through ticketing systems, phone, or email. Assign and prioritize tickets to appropriate support staff. Ensure adherence to service level agreements (SLAs) and escalation procedures.

User Support & Communication:

Serve as the main liaison between end-users and the IT team. Communicate effectively with staff to provide updates on issue status and resolutions. Provide first-level support for common technical issues (e.g., password resets, connectivity, software troubleshooting).

System & Process Administration:

Maintain the IT helpdesk ticketing database, ensuring accurate logging, tracking, and closure of tickets. Develop and maintain documentation, FAQs, and user guides. Track and analyze support metrics to identify trends and recommend improvements.

Team Coordination:

Schedule and organize helpdesk coverage and shifts. Assist in training new IT support staff. Support the IT Manager in planning and implementing support process improvements.

Asset & Inventory Management:

Assist with tracking IT equipment inventory and software licenses. Coordinate hardware replacements, upgrades, and deployment activities.

Continuous Improvement:

Gather feedback from users and helpdesk staff to enhance service quality. Identify recurring issues and collaborate with IT management to develop long-term solutions.

Qualifications:

Education:

Associate or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. ITIL certification is a plus.

Experience:

3-5 years of experience in IT support or helpdesk coordination roles. Familiarity with helpdesk ticketing systems (e.g., ServiceNow, MANGENGINE, Zendesk).
Job Type: Full-time

Pay: ?20,000.00 - ?30,000.00 per month

Benefits:

Provident Fund
Work Location: In person