IT Helpdesk Coordinator

Key Responsibilities

Helpdesk Management

• Oversee the helpdesk ticketing system, ensuring timely ticket logging, resource allocation, tracking, follow-up, and resolution
• Monitor and ensure adherence to defined SLAs for response and resolution times
• Escalate complex issues as per the escalation matrix and priority level

Team Supervision & Coordination

• Manage day-to-day activities of the IT helpdesk team
• Ensure optimal staffing levels and effective task allocation
• Provide guidance and support to the IT support team to maintain service quality

End-User & Interdepartmental Communication

• Act as a liaison between IT and end-users to ensure smooth and clear communication
• Coordinate with HR for IT-related activities in employee onboarding and exit through HRMS
• Collaborate with Purchase and Finance teams for procurement-related coordination

Documentation & SOP Development

• Assist in creating and maintaining IT SOPs, documentation, FAQs, help sheets, and user guides
• Keep documentation updated to support users and internal staff

Procurement & Asset Management

• Generate SAP requisitions and book goods/service receipts
• Oversee IT-related procurement and asset lifecycle
• Maintain updated records of IT assets and generate regular reports

Performance Tracking & Reporting

• Monitor helpdesk KPIs and generate performance reports for management review
• Ensure continuous improvement in customer satisfaction by maintaining regular status updates

Behavioural Profile

• Strong knowledge of helpdesk ticketing systems and IT support tools
• Effective time management and task prioritization under pressure
• Strong team collaboration, planning, and communication skills
• Patience, empathy, and a keen interest in learning new technologies