IT Service Coordinator

Ticket Management Log and assign IT support tickets to appropriate teams. Monitor progress and ensure timely resolution of issues as per SLA. Team Coordination Coordinate with IT support staff (desktop, network, etc.) to manage daily operations. Follow up on pending tasks and escalate unresolved issues. User Communication Act as the point of contact between users and the IT team. Provide regular updates to users on the status of their issues. SLA Compliance Monitoring Ensure all service requests are addressed within the defined Service Level Agreements (SLAs). Track and report SLA performance regularly. Asset & Inventory Management Maintain accurate records of IT assets like laptops, printers, routers, etc. Track asset issuance, movement, and repairs. Vendor Coordination Coordinate with external vendors for hardware servicing, AMC, or software support. Monitor vendor performance and ensure timely service delivery. Reporting & Documentation Prepare daily, weekly, and monthly reports on ticket status, SLA breaches, and open issues. Maintain documentation of IT processes and user guides. Process Improvement Identify recurring issues and suggest process or system improvements. Help create knowledge base articles for common user problems.