IT Coordinator

Coordinates the processing of incoming requests to the Helpdesk via all methods to ensure courteous, Timely and effective resolution of end user issues, based on issue priority. • Triage work orders to the appropriate IT Services staff member based on role, work order load and location proximity to the issue. • Escalate work orders to second level IT support and third level IT support as required. • Identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems. • Develop help sheets, solutions and FAQ list for end users. • Develop standard operating procedures for IT support staff that outline how problems are identified, documented, assigned and corrected. • Develop request handling and escalation policies and procedures. • Alert management to emerging trends in incidents. • Track and analyse trends in the Service Desk and generate statistical reports. • Generate reports based on service level agreements and required metrics. • Maintain strict confidentiality of information that may be disclosed when working on users systems. • Perform other related duties, as assigned.