IT Service Desk Coordinator

Job Title: IT Service Desk Coordinator

Location: Remote

We are currently seeking candidates who meet the following qualifications.

Responsibilities:

• Serve as the main point of contact for incoming IT service requests via phone email or ticketing system.
• Assess and prioritize service tickets assigning them to the appropriate team members based on urgency and expertise.
• Track the progress of service tickets ensuring timely resolution and updating stakeholders as needed.
• Assist in diagnosing technical issues and offering initial support to endusers as required.
• Maintain accurate records of service requests resolutions and user interactions.
• Collaborate with other IT teams to address and resolve complex issues promptly.
• Create and update documentation including knowledge base articles and procedural guides.
• Contribute to the implementation of IT service management best practices and continuous improvement efforts.
• Provide feedback to management on service desk performance and recommend areas for enhancement.
• Assist in onboarding and training new team members offering ongoing support and guidance.

Requirements:

• Bachelors degree in Information Technology Computer Science or a related field or equivalent practical experience.
• Demonstrated experience in a technical support role preferably within an IT service desk environment.
• Solid grasp of ITIL framework and IT service management best practices.
• Excellent communication and customer service skills with the ability to convey technical concepts to nontechnical individuals.
• Strong organizational skills and the ability to handle multiple tasks with precision.
• Proficiency in utilizing ticketing systems and remote support tools.
• Capability to work both independently and collaboratively as part of a team.
• Willingness to work occasional evenings weekends or holidays as necessary.
• ITIL certification Preferred.
  
  If you meet these qualifications please submit your application via link provided in Linkedin.
  Kindly do not call the general line to submit your application.