IT Help Desk Coordinator

User Call Management

• Handle incoming user calls for IT issues
• Assign user issues to the appropriate IT Helpdesk/Servicedesk executive

IT Ticketing System Management

• Maintain strong expertise in IT ticketing solutions
• Experience with ITSM ticket management tools (preferred)

Communication & Support

• Provide excellent oral and written communication with users via email, Teams chat and call.
• Follow up with users in person or email to gather feedback on resolved issues and ensure satisfaction

Quality Assurance & Monitoring

• Review tickets logged by IT Executive team and provide constructive feedback
• Monitor IT Executives' calls, emails, lunch breaks, and office timings
• Report team activity findings to the KCO team

Request Management & Reporting

• Monitor and review user requests received via email and phone
• Share a summary of pending requests with the KCO team by end of day
• Prepare and share daily, weekly, and monthly call ticket reports

Asset & Access Management

• Assist with asset management tasks including tagging, verification, and record maintenance
• Maintain an updated register of individuals accessing the server and hub room

Escalation & Compliance

• Identify and escalate unresolved or critical issues to the KCO IT Team
• Ensure all processes adhere to FIM policies, standards, and IT compliance requirements