Senior IT Support Facilitator Full Time

Help Desk Coordinator 3

Duties Of Position : (include specific duties and responsibilities)

Provide basic and Level I support to all IT Groups and external customers/suppliers as required – Shift based (24/7) 3 shifts.

To provide both voice and non-voice based support.

Route and reassign the tickets to the right group for level II activities.

Apply sufficient analysis after gathering required information from the requester for every ticket/issue received before routing it to appropriate teams.

Ability to judge and prioritize the issues and contact Decision support whenever needed.

Follow up of high priority issues and ensuring whether the assignee has updated the Corrective action Plan (CAP) in the ticket.

Understand each process/work flow and perform accordingly with less supervision

Maintain high level of patience and deal with users/requesters/clients with the correct attitude

Managing the accounts and troubleshooting desktop/browser related issues

Coordinating with different support group during Incident management

Educating the users on any outages or emergencies created in Change Control Notification.

Business owners or administering the Helpdesk application

• Handle user queries and support activities
• This role will require the individual to provide shift cover including weekends on a rotating basis.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Escalate problems to appropriate individuals/groups based on established guidelines and procedures.
• Provide basic IT support to internal end-users and external customers/suppliers as required.
• Ability to work both independently and within a team environment.
• Fundamentals of Active Directory.
• Fundamentals of VPN.
• Processing Smart Vault, Rapid Response, Oracle, Connex, FTP requests.
• Provision employees (onboarding/offboarding) by facilitating user account support as required.
• Responsible for Log tickets, Tracking the progress, updating and closing the tickets as per the status.
• Maintain IT tickets within their SLA expectations.
• Answer user queries and service requests in the ticketing system.
• Have a strong understanding of prioritization stemming from the elicitation of system and/or user requirements.
• Incident management and coordinating with support teams to provide follow-up and progress updates.
• Escalate as and when needed and monitor progress on critical and priority tickets.
• Strong communication skills to handle all level end-users.
• Basic knowledge of SQL and Data Studio is an added advantage.
• Prepare accurate and timely reports.
• Knowledge and understanding of the process and be up to date on any changes.
• Managing and prioritizing the requests queue.

Qualifications Required: (Education, experience, skills, etc. Please be specific)

Universtity Degree – Engineering / Science / Arts Graduates keen on working in a support environment

Prior call center experience would be an added advantage

Basic knowledge of computer..

Good Analytical Skills

Good in logical reasoning

Experience or exposure in Service handling or customer handling.

Excellent written and spoken communication.

Systematic approach to problem-solving

Report writing abilities.

Ability to communicate effectively and work with all levels within the organization.

Help Desk Coordinator (Levels 1 through 4): Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. May prepare help desk incident reports and assist in hardware and software evaluation. Help Desk Coordinator : Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. May prepare help desk incident reports and assist in hardware and software evaluation. Note: May be internal and external client-focused for company-hosted web-enabled solutions. Graduation and above with Interest on customer handling.

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