Senior IT Support Facilitator

As a Help Desk Coordinator 2, your role involves providing basic and Level I support to all IT Groups and external customers/suppliers on a shift-based schedule (24/7, 3 shifts). You will be responsible for both voice and non-voice support, routing and reassigning tickets to the appropriate groups for level II activities, and applying analysis before routing tickets to the correct teams. It is essential to prioritize issues, follow up on high-priority tasks, and ensure the Corrective Action Plan is updated in the ticket. You should work with minimal supervision, maintain a high level of patience, and handle users/clients with the correct attitude. Key Responsibilities: - Manage accounts and troubleshoot desktop/browser-related issues - Coordinate with different support groups during Incident management - Educate users on outages or emergencies in Change Control Notification - Handle user queries and support activities - Provide accurate solutions to user problems - Escalate issues based on established guidelines - Provide basic IT support to internal end-users and external customers/suppliers - Work independently and within a team environment - Process Smart Vault, Rapid Response, Oracle, Connex, FTP requests - Provision employees by facilitating user account support - Log, track, update, and close tickets within SLA expectations - Answer user queries and service requests in the ticketing system - Understand prioritization and system/user requirements - Communicate effectively with all levels of end-users - Prepare accurate and timely reports - Stay updated on process changes - Manage and prioritize the requests queue Qualifications Required: - University Degree in Engineering/Science/Arts - Prior call center experience is an advantage - Basic computer knowledge - Good analytical skills and logical reasoning - Experience in service or customer handling - Excellent written and spoken communication - Systematic approach to problem-solving - Report writing abilities - Ability to work effectively with all levels within the organization Note: This role may involve screening, referring, and diagnosing internal inquiries and work requests related to personal computer maintenance. Graduation and above with an interest in customer handling is preferred.,