It Help Desk Coordinator

Job Responsibilities: Languages

• Acts as the main liaison between users and the IT support team and to keep status updated to end users or support team.
• To manage help desk staff or escalate issues to relevant IT teams or vendors when necessary.
• Able to raise a ticket with multiple vendors/ISP and should also coordinate and resolve the ongoing issues.
• Oversee the IT ticketing system and ensure all support requests are logged, categorized, prioritized, and resolved in a timely manner.
• Collaborate with engineering, operations, and other internal teams to support issue resolution and service delivery.
• Assign support tasks to appropriate IT staff based on priority, urgency, and skillset.
• Ensures consistent delivery of high-quality technical support and tracks issue resolution.
• Facilitates clear and timely communication between users and IT support teams regarding incident status and updates.
• Maintains accurate records of incidents, problems, and solutions in the knowledge base.
• Tracks IT team performance metrics (e.g., response time, resolution time, user satisfaction) and prepare reports.
• Maintain track records of IT Assets inventories

Qualifications & Experience:

• Any IT Graduation
• 3-5 Years

Required skills:

Technical Skills

• Proficiency in managing IT ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic understanding of IT systems, hardware, software, and networking fundamentals.
• Precise documentation data entry skills and strong hold MS Excel with all the formulas
• Experience managing IT assets using tools like

  Lansweeper, GLPI, or Asset Panda

  , including tracking hardware/software lifecycle and licenses.

Soft Skills

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
• Friendly, patient, and empathetic approach to user support.

Preferred Skills:

• Knowledge of ITIL practices and incident/problem management workflows
• Ability to troubleshoot hardware, software, and peripheral issues remotely and onsite
• Knowledge of Active Directory for user and group management