IT Service Desk Coordinator

Job Description

• Coordinate the logging, prioritization, assignment, and tracking of incidents and service requests
• Monitor ticket queues and proactively follow up on outstanding requests to support SLA compliance
• Communicate with users by providing timely updates on ticket status and expected resolution timelines
• Coordinate with technical support teams to facilitate the timely resolution of incidents and service requests
• Escalate incidents and service requests through the appropriate channels where required
• Maintain accurate ticket records, documentation, and updates within the IT Service Management system
• Support the preparation of service desk reports and operational metrics
• Adhere to established IT Service Management processes and participate in roster-based or shift operations as required

Person Specification

• Diploma or Degree in Information Technology, Computer Science, or a related discipline
• Previous experience in a Service Desk Coordinator, Service Desk Analyst, or similar IT support role
• Experience supporting international clients is preferred
• Excellent written and spoken English, with the ability to communicate confidently and professionally with international VIP clients
• Good understanding of ITIL Service Desk, Incident Management, and IT Service Management processes
• Familiarity with ITSM tools such as ServiceNow, Jira, or similar platforms
• Basic understanding of IT infrastructure, applications, and networking concepts
• Knowledge of ticket lifecycle management, service level agreements (SLAs), and escalation procedures
• Strong customer service, written and verbal communication, stakeholder management, organizational, time management, and multitasking skills
• Strong documentation and reporting skills
• High attention to detail and strong problem-solving ability
• Willingness to work on a roster or shift basis