We are hiring (IT Help Desk Coordinator) with following Responsibilities and qualifications :
DUTIES & RESPONSIBILITIES :
- Maintain IT Assets ,registering of assets, maintaining store, In Use & Disposal of Assets
- Initiate IT incidents, escalate to appropriate parties and resolve incidents and follow up
- Answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing technical problems
- Act as link between end users and higher level support
- Triage and resolve technical support needs via phone, email, voicemail, and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing a Manage engine-ticketing tool for documenting all interactions. At times, there is very high call volume and heavy walk up traffic to support.
- Create and send company critical email notifications while under time pressure, to inform the company community of unscheduled IT interruptions and planned maintenance for IT services.
- Institute protocols for the use of IT across departments and projects
- Provide continuous status information to ensure customer satisfaction.
- Maintain licenses and upgrade schedules
- Initiating IT Purchase requests and Purchase follow-up.
- Co Ordinate with Procurement & Subcontract departments for obtaining Quotes .
- Generating Summary reports
QUALIFICATION & KNOWLEDGE
- Minimum of an Associate’s degree in Information Technology, or closely related field of study; BA degree referred
- Certifications in A+, Microsoft, ITIL,
- Knowledge on manage engine service desk or any of the ticketing tool.
- Excellent PowerPoint, Excel, and written and visual communication skills.
- Customer-service related experience (preferred)
- Experience in network management and help desk support is Preferable
- Solid knowledge of IT systems ,Software and applications
- Understanding of TCP/IP protocols and LAN/WAN configuration
- Knowledge in Windows Domain environment, Windows Deployment server, Antivirus , FTP ,CCTV , Access Control systems , Configuring 4G Routers, Conference room Audio Video equipment’s Preferable
- Strong communication and interpersonal skills