IT Helpdesk Coordinator
3 weeks ago
**Job Title: IT Helpdesk Coordinator**
**Responsibilities**:
1. ITSM Ticketing Management:
- Monitor and manage incoming IT service requests and incidents through the ITSM ticketing system.
- Prioritize and assign tickets to appropriate teams or individuals.
- Ensure timely resolution and follow-up on open tickets.
2. ITSM Tool Experience:
- Utilize ITSM tools such as ManageEngine ServiceDesk Plus to manage and track IT service requests.
- Configure and optimize ITSM tools to improve efficiency and user experience.
3. Reporting and MIS:
- Generate regular reports (monthly and weekly) related to ticket volumes, response times, and incident trends.
- Analyze data to identify areas for improvement and efficiency.
4. Vendor Coordination:
- Collaborate with external vendors for hardware, software, and network-related issues.
- Track vendor performance and escalate unresolved issues as necessary.
5. User Support:
- Troubleshoot and resolve common IT problems, escalating complex issues when needed.
6. Team Collaboration:
- Facilitate cross-functional collaboration to address user needs effectively.
7. Escalation Management:
- Escalate critical incidents or service disruptions to higher-level support or management.
- Monitor SLAs and take necessary actions to meet or exceed targets.
8. Retail/Hypermarket Experience:
- Familiarity with point-of-sale (POS) systems and inventory management is advantageous.
**Qualifications**:
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Relevant certifications (e.g., ITIL, CompTIA A+, HDI Support Center Analyst) are a plus.
- Strong communication skills and customer service orientation.
- Ability to work well under pressure and handle multiple tasks simultaneously.
**Job Types**: Full-time, Contract
Contract length: 6 months
Pay: QAR3,500.00 - QAR4,000.00 per month
Application Deadline: 08/03/2025
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