Support Specialist

The IT Service Desk & Asset Management Coordinator is responsible for the efficient operation of the IT Service Desk and the effective management of the organization's IT assets. In this role, you will provide exceptional technical support to end-users, ensuring timely resolution of IT issues, and maintaining accurate records of IT assets throughout their lifecycle. Additionally, you will be responsible for developing and implementing IT asset management strategies, ensuring compliance with software licensing agreements and regulations, and managing vendor relationships. You will support the Core office and School IT Service desk activities and report to the IT Manager. As the IT Service Desk & Asset Management Coordinator, your responsibilities will include acting as the single point of contact for users seeking IT support, processing incoming service requests, creating service tickets, assessing ticket resolution timeframes, coordinating resolution schedules, and providing regular updates to users. You will also be responsible for assigning tickets to the appropriate technical staff, following up on ticket resolution progress, closing tickets, and ensuring user satisfaction. Additionally, you will be involved in daily ticket assessments, user communication, and creating monthly ticket reports. In terms of IT asset management, you will develop and implement an IT asset management strategy, maintain accurate records of IT assets, manage the IT assets budget, and collaborate with the procurement team on vendor relationships and contracts. You will track IT asset orders and deliveries, ensure compliance with procurement regulations, provide guidance to the procurement team, and collaborate with other IT teams for proper asset deployment and configuration. Furthermore, you will ensure compliance with software licensing agreements, develop and maintain policies for asset security and access control, and provide regular reports to management and stakeholders on IT asset management activities. To excel in this role, you should have basic knowledge in desktop and network support, troubleshooting in Microsoft, Apple, and Linux environments, experience in using software applications like Microsoft OS and Office, and familiarity with Help Desk or Service Desk ticketing systems. Strong organizational and communication skills are essential, and a Bachelor's degree or equivalent experience is required. Additionally, ITIL Certification is a must-have qualification for this position.,