Description

We are looking for a proactive and service-oriented Systems Support Coordinator to coordinate the Helpdesk activities, provide technical support to users and ensure timely resolution and follow-up of IT-related issues. The role will also support the maintenance and improvement of business applications and systems.

Key Responsibilities

• Coordinate and monitor IT Helpdesk requests, ensuring timely assignment, resolution, and follow-up in line with defined SLAs.
• Provide first-line technical support for hardware, software, and system-related issues.
• Monitor ticket queues, ensure accurate updates, and proactively follow up on pending, ageing, and SLA-at-risk tickets.
• Escalate complex issues to relevant internal teams or service providers and ensure timely resolution and closure.
• Monitor Helpdesk performance, maintain relevant documentation, and prepare reports and metrics as required.

Job Requirements

• Degree in Computer Science, Information Technology, or equivalent with knowledge in networking and cybersecurity.
• At least 3 years of experience in IT support / Helpdesk or a similar role.
• Good knowledge of IT systems, hardware, software and troubleshooting.
• Experience with Service Desk / Helpdesk applications would be an advantage.
• Strong customer-service orientation and problem-solving skills.
• Good planning, organisation, follow-up and prioritisation abilities.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proactive, reliable, and service-driven attitude.