IT Service Desk Coordinator

Role Purpose

Provide first contact support of incoming issues & requests to the service desk via telephone, face to face support & web portal to ensure courteous, timely, and effective resolution of end-user issues. A highly customer focused role with the goal of addressing user requests and incidents in a timely and professional manner.

Main Duties & Responsibilities

• The IT Service Co-ordinator is responsible for the following areas of the IS team:
• Incident & Problem Management
• Request Fulfillment
• Knowledge Management
• Teamwork
• Customer Service

Qualifications, Certificates, and Licences

The Information Technology Infrastructure Library Desirable

Experience and Knowledge

Broad knowledge and understanding of IT. Customer service experience; Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Familiarity with the fundamental principles of the Information Technology Infrastructure Library

Skills and Competencies

Exceptional written and oral communication skills Ability to follow processes and procedures. Ability to work effectively independently as well as part of a team. Must be fluent in both written and spoken English.

Placement

Majalengka

Relationships & Stakeholders

• End Users
• Team
• IT Department

Performance Measures

• Customer satisfaction rate
• First time fix rate