IT ServiceDesk Coordinator
InfoTech Group
Date: 3 weeks ago
City: Karachi
Contract type: Full time
About The Role
The ideal candidate is a proactive problem-solver who thrives in fast-paced technical environments and possesses a customer-first mindset. They are an aspiring IT professional looking to bridge the gap between technical execution and service coordination while maintaining a high level of organizational excellence.
Experience
The ideal candidate is a proactive problem-solver who thrives in fast-paced technical environments and possesses a customer-first mindset. They are an aspiring IT professional looking to bridge the gap between technical execution and service coordination while maintaining a high level of organizational excellence.
Experience
- Requires at least 6 Months - 1 year of professional experience in an IT support or helpdesk environment, preferably within a corporate setting.
- Candidates should have a proven track record of handling ticket lifecycles, communicating technical resolutions to non-technical users, and assisting in the coordination of hardware or software deployment projects.
- You will serve as the central point of contact for service requests, prioritizing and assigning incoming tickets to appropriate technical teams while ensuring SLA compliance.
- Key duties include monitoring support queues, coordinating the distribution of IT assets, documenting troubleshooting steps in the knowledge base, and providing regular status updates to stakeholders on high-priority incidents.
- Proficiency in IT support fundamentals and familiarity with helpdesk ticketing systems like ServiceNow, Jira, or Zendesk is essential.
- You must possess a solid understanding of ITIL v4 principles, exceptional organizational skills, and the ability to communicate clearly across various departments.
- Soft skills such as empathy, active listening, and time management are critical for success.
- A Bachelor's Degree in Computer Science, Information Technology, Business Administration, or a closely related field is required.
- Candidates with specialized training in technical support and customer service management are highly preferred.
- Additional desirable qualifications include an ITIL Foundation certification, CompTIA A+ or Network+ credentials, and prior experience with Microsoft 365 administration.
- Knowledge of remote desktop tools and a basic understanding of network troubleshooting would make a candidate stand out significantly.
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