XTN-1561286 | IT SUPPORT COORDINATOR

This role is responsible for the coordination and administration of daily support desk functions, including job allocation, escalation handling, documentation, procurement administration, and service level monitoring. A key focus of the role is the triage and assignment of helpdesk tickets, ensuring that issues are properly documented, prioritised, and actioned. The role requires active communication with internal IT team members and end users to gather relevant information, follow up on outstanding items, and monitor overall service desk performance.

While the primary responsibility is managing the service desk and IT administration, the IT Support Co-Ordinator may also provide Level 1 support directly to users.

This position is remote and ideally suited to a confident communicator with strong organisational and documentation skills, capable of enforcing service standards and driving timely resolution of support requests.

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Helpdesk Administration & Coordination

• Monitor, triage, and assign incoming support tickets to the appropriate IT team members.
• Track ticket progress and follow up with team members and end users as needed to ensure timely completion. Escalate unresolved or urgent issues in accordance with service desk protocols.
• Communication & Issue Management
• Act as the primary contact point for end users lodging tickets, ensuring clear communication and adequate issue description.
• Liaise with team members to confirm job requirements and expected outcomes.
• Provide clear and confident follow-up with both end users and IT staff.
• Procurement Documentation, Administration & Governance.
• Manage IT-related purchasing activities including raising purchase orders, tracking deliveries, and receipting goods.
• Maintain up-to-date records of IT purchases, warranties, and asset registers.
• Assist with license renewals, subscription tracking, and support contract documentation.
• Support the IT Manager with governance documentation, compliance tasks, and record-keeping.
• Ensure all administrative records, including vendor communications, quotations, and approvals, are stored and organised according to IT department policies.
• Ensure consistency and accuracy in helpdesk records and IT documentation.
• Coordinate reviews of support documentation to ensure currency and adequacy.
• Assist with the development and implementation of service desk processes and procedures.

Service Desk Reporting

• Monitor helpdesk SLA metrics and generate regular performance reports for the IT
  Manager. Identify areas for improvement in service delivery and communication. 
• End-User Support
• Provide basic Level 1 support for common IT issues.
• Assist users with routine tasks such as password resets, basic troubleshooting, and accessing systems.

Key Result Areas / Performance Parameters

• Timely triage and assignment of support requests. 
• Maintenance of accurate and complete helpdesk records. High-quality, up-to-date
  IT documentation.
• SLA adherence and prompt escalation of issues.
• Professional and effective communication with internal and external stakeholders.

• Background in Level 1 IT support or technical helpdesk environments.
• Familiarity with ITIL or other service management frameworks.
• Understanding of IT governance principles and documentation standards.
• Strong verbal communication and customer service skills.
• Confident, professional demeanour with the ability to assertively follow up on outstanding tasks and ensure governance and processes are followed.
• Experience with helpdesk systems and ticket coordination.
• Strong organisational skills and attention to detail.
• Ability to document and maintain processes and procedural documentation.
• Experience in administrative tasks such as procurement and reporting.

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