Help Desk Coordinator

JOB OVERVIEW

The Help Desk Coordinator is responsible for providing technical assistance and support related to computer systems, telephones, hardware and software to employees and customers of the organisation. The Help Desk Coordinator will manage the Service Desk and respond to queries, run diagnostic programmes, isolate problems and determine and implement solutions.

RESPONSIBILITIES & DUTIES

• Serve as the initial point of contact for the front office in Information Technology.
• Provide technical assistance and support to customers and employees in resolving technical problems and issues with hardware and software. 
• Active directory maintenance, user creation and group administration, including email platforms. 
• Follow standard help desk procedures (New User, Terminate User, Application Access Request).
• Initiative purchase order requests for the department.
• Inventory management of IT assets. 
• Open and close service requests; manage classification of requests; assign and track requests and complete requests. 
• Responsible for the Service Desk management software. 
• Perform upgrades for desktops/laptops, tablets, mobile phones and any other devices; obtain authorisation for new hardware. 
• Respond to queries either in person or remotely and run diagnostic programmes to identify issues. 
• Isolate problems and determine and implement solutions in a timely manner. 
• Assist in maintaining and updating hardware and software systems. 
• Ensure all support requests are properly logged and tracked. 
• Provide support for teleconference and video conference systems. 
• Train end-users on new software and hardware systems, when necessary. 
• Any other duties as reasonably assigned

QUALIFICATIONS

• At least three (3) years’ experience working in a customer service role, experience with hardware and software applications. Ability to interpret technical instructions, specifications and procedures 

Candidate should possess:

Education:

• Associate’s Degree in Computer Science or Information Systems. Must be proficient in managing a Service Desk.  Certified Training (Industry Certifications), e.g., CompTIA A+ Certification, ITIL Foundation, Microsoft 365: Modern Desktop Administrator Associate.

Skills/Experience:  

• Excellent customer service skills 
• Ability to troubleshoot and solve problems 
• Ability to work independently 
• Excellent judgment, analytical thinking and problem-solving skills 
• Self-motivated individual that possesses excellent time management, organisational and team building skills 
• Possesses excellent verbal and written communication skills  
• Ability to interact professionally with a diverse group of people