Help Desk Coordinator

Help Desk Coordinator

Main Purpose of Job:

The Help Desk Coordinator is responsible for coordinating and providing technical support to end-users within the organization. This role involves managing help desk operations, responding to user inquiries, and ensuring efficient resolution of technical issues. The coordinator plays a key role in maintaining high levels of user satisfaction through effective communication and support.

Key Duties and Responsibilities:

• Coordinate and prioritize support requests received via phone, email, or in-person.
• Provide 1^st level support to user via phone, virtually or in-person.
• Assign and monitor tickets in the help desk system, ensuring timely resolution and adherence to service level agreements.
• Serve as a point of escalation for complex technical issues and provide guidance to help desk technicians.
• Guide end-users through problem-solving steps and ensure issues are resolved promptly.
• Escalate unresolved issues to appropriate ICT teams or vendors as needed.
• Provide assistance in the development and maintenance of user guides etc.
• Provide training to end-users on ICT systems, applications, and best practices for efficient use.
• Perform routine maintenance tasks and updates on ICT systems and equipment.
• Assist in managing user accounts, permissions, and access rights as per organizational policies.
• Deliver exceptional customer service by maintaining a professional and courteous demeanor.
• Communicate effectively with users to provide status updates and ensure satisfaction with resolutions.

Key Interfaces

• Executives/Department Managers
• Administrative staff

Competencies/Attributes

• Flexibility
• Communication
• Time management
• Problem-solving
• Teamwork
• Responsibility
• Adaptability
• Motivation
• Focus
• Integrity
• Avid learner
• Results-driven
• Collaborative learner

Required Qualifications/Experience/Competencies/Attributes:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Solid understanding of computer hardware, software, and operating systems (Windows, MacOS, Linux).
• Experience with troubleshooting common ICT issues and network configurations.
• Familiarity with help desk software and remote support tools is advantageous.
• Strong problem-solving abilities to diagnose and resolve technical issues efficiently.
• Excellent organizational skills to manage multiple tasks and prioritize support requests effectively.
• Clear and concise communication skills to explain technical concepts to non-technical users.
• Strong interpersonal skills to interact effectively with users and ICT team members.
• Commitment to delivering exceptional customer service and ensuring user satisfaction.
• Ability to handle user inquiries and concerns in a professional manner.