IT Coordinator

Responsible for logging, categorizing, and resolving basic IT issues. Ensuring smooth onboarding and offboarding of users. Enforcing IT security practices and escalating complex problems to IT team. Project implementations, audits, and compliance tasks specific to the cluster.

User Support & Incident Management:

- Act as the first line of technical support via phone, email, or ticketing system.

- Log, categorize, and prioritize incidents and service requests in alignment with defined SLAs.

- Troubleshoot and resolve common hardware, software, and network issues.

- Escalate unresolved or complex issues, providing detailed steps and diagnostics taken.

User Lifecycle Management:

- Perform onboarding activities: account creation, equipment provisioning, access setup.

- Execute offboarding processes: account disabling, device retrieval, data handover.

Documentation & Asset Management:

- Maintain accurate, structured ticket notes and documentation throughout ticket lifecycle.

- Ensure all devices are tagged and tracked using approved asset management processes.

- Physically handle IT equipment (delivery, setup, decommissioning).

Governance, Security & Compliance:

- Enforce IT security configurations and align local systems with Group standards.

- Implement hardening measures to reduce vulnerabilities and support NIST/ISO 27001 compliance.

- Assist with technical audits, internal reviews, and reporting within the assigned cluster.

- Collaborate with IT Governance to review and update hardening checklists and response protocols.

Communication & Collaboration:

- Participate in internal training or user awareness sessions.

- Provide feedback and local insights to improve IT processes and security posture.

- Liaise with the Core IT team and external vendors as required.

Project & Operational Involvement:

- Act as the on-site/cluster focal point for IT-related projects.

- Support rollout of new systems, updates, or compliance initiatives.

Other Duties:

- Perform other cognitive and technical tasks as assigned by the Manager.