IT Coordinator
The role of the IT Coordinator is to ensure user queries are captured, validated and triaged for further processing. This role will also include IT admin work. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail and ticketing system.
Key Responsibilities and Accountabilities
* Manage helpdesk system; answer, log, monitor, maintain, update and assign tickets
* Develop trends by monitoring and analysing incoming calls, problems and support requests
* Manage all account creations and requests from the business
* Manage CMDB, Ticket System and G-suite accounts
* Maintain IT Asset inventory and Requesting and coordinating vendor support and deal with all IT purchasing
* Monitor alerts for failures / issues and raise tickets accordingly
* Assist all staff via phone, desk-side and remote support with any logged IT related incidents or service requests
* To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
* To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. Create Standard Operating Procedures (SOP)
* To install, configure, upgrade and manage IT equipment - computers, printers, tablets, phones, switches, server, wireless access points, etc.
* Manage, maintain and troubleshoot Users and accounts on Active Directory and email systems
* Develop trends by monitoring and analysing incoming calls, problems and support requests
* Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility
Key Responsibilities and Accountabilities
* Manage helpdesk system; answer, log, monitor, maintain, update and assign tickets
* Develop trends by monitoring and analysing incoming calls, problems and support requests
* Manage all account creations and requests from the business
* Manage CMDB, Ticket System and G-suite accounts
* Maintain IT Asset inventory and Requesting and coordinating vendor support and deal with all IT purchasing
* Monitor alerts for failures / issues and raise tickets accordingly
* Assist all staff via phone, desk-side and remote support with any logged IT related incidents or service requests
* To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
* To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. Create Standard Operating Procedures (SOP)
* To install, configure, upgrade and manage IT equipment - computers, printers, tablets, phones, switches, server, wireless access points, etc.
* Manage, maintain and troubleshoot Users and accounts on Active Directory and email systems
* Develop trends by monitoring and analysing incoming calls, problems and support requests
* Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility