We are looking for a Technical Support Coordinator who can manage daily support operations, ensure smooth communication between clients and the internal IT team, and help deliver timely and high-quality IT support services. This role is ideal for someone who understands IT processes and enjoys coordinating tasks, managing priorities, and keeping workflows

Key Responsibilities

Coordinate daily support requests and assign tasks to the IT Help Desk/Service Desk team.
Track ticket progress and ensure timely resolution as per SLA.
Act as the primary communication point for clients, providing updates and handling follow-ups.
Monitor escalations and ensure they are routed to the appropriate technical teams.
Maintain and update SOPs, documentation, and shift schedules.
Prepare weekly and monthly reports on ticket status, team performance, and service quality.
Assist with resource planning and workload distribution.
Support onboarding of new team members by sharing processes, guidelines, and documentation.
Collaborate with internal teams to improve support workflows and customer experience.

Required Skills Experience

3+ years of experience in IT support coordination, service delivery, or help desk environments.
Strong communication and client-handling skills.
Good understanding of IT support processes, ticketing systems, and SLA management.
Ability to multitask, prioritize work, and handle time-sensitive tasks.
Basic technical knowledge of operating systems, networking fundamentals, and common IT tools.
Proficiency with ticketing platforms such as Jira, Freshservice, Zendesk, Zoho Desk, or similar.
Strong documentation and reporting skills (Excel, Sheets, dashboards).

Preferred Qualifications

ITIL Foundation certification (added advantage).
Experience working in a hybrid support model.
Familiarity with shift-based or multi-client support environments.

Work Environment

Hybrid model: mix of office attendance and remote work.
Collaborative team environment.
Opportunity to grow into Service Delivery or Team Lead roles.

Why Join Us

Work with a supportive and professional IT team.
Exposure to multi-client support operations.
Growth and skill development opportunities.

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Technical Support Coordinator