发布 Aug 19, 2024 2577 查看 Report Job
This is a Remote/WFH Job during regular shit timings
The IT Helpdesk Coordinator oversees the coordination and support of IT services to meet business needs and performance standards. They work closely with internal teams and external clients to ensure effective service delivery, manage IT systems, and improve service processes. The role involves handling logistics, scheduling, ticket assignments, and communication with various departments such as sales and procurement.
Key Responsibilities
Service Coordination:
- Facilitate the effective and efficient delivery of IT services, ensuring adherence to SLAs.
- Monitor and support service performance, addressing any issues or outages promptly.
- Collaborate with IT teams and other departments to resolve service-related issues.
Client & Relationship Management:
- Serve as the primary point of contact for clients regarding IT services.
- Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction.
- Communicate regularly with key contacts to provide updates on service performance and any issues.
Incident & Problem Management:
- Assist in managing and resolving IT incidents and problems in a timely manner.
- Support root cause analysis to prevent recurrence of issues.
- Contribute to the development and implementation of strategies for improving incident and problem management processes.
Documentation & Reporting:
- Prepare and present regular reports on IT service delivery performance.
- Maintain accurate and up-to-date documentation of service delivery processes, incidents, and resolutions.
- Ensure all documentation is easily accessible and well-organized.
Project Support:
- Support or participate in IT projects aimed at improving service delivery.
- Assist in ensuring projects are completed on time, within scope, and within budget.
- Coordinate with project teams to facilitate successful project outcomes.
Logistics & Scheduling:
- Manage logistics and scheduling related to IT service delivery.
- Coordinate the scheduling and dispatch of engineers to client sites as needed.
- Ensure optimal use of engineering resources and timely service delivery.
Ticket Management & Communication:
- Assign and prioritize tickets, ensuring they are addressed promptly.
- Monitor ticketing systems and manage ticket flow based on urgency and impact.
- Respond to emails from clients and internal teams with timely and accurate information.
- Maintain clear and professional communication channels with clients and internal teams.
Experience:
- Highly proficient in English writing and speaking.
- Minimum of 2 years of experience in IT coordination or a similar role.
- Proven experience in managing IT services in a client-focused environment.
- Familiarity with ITSM tools and practices.
- Knowledge of the IT landscape and business needs within Dubai is a plus.
技能
IT Serve Group
We Provide IT support to various clients. We are in business for more than a decade and have ample experience in providing IT support/solutions to various companies.
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