Kariera Group is looking for an IT Help Desk Coordinator on behalf of our client, a leading organization in the education sector, to join their ICT Department.
Main Responsibilities:
Coordinate the IT support team and manage the distribution of support requests.
Supervise technical support staff.
Oversee and manage requests through a ticketing system.
Provide first-level technical support for software, hardware, systems, and network issues.
Communicate with users to resolve issues and ensure satisfaction.
Act as the main point of contact for technical escalations, effectively communicating issues to appropriate support channels.
Identify and escalate complex issues to relevant teams.
Create and update technical documentation and user instructions.
Continuously improve support processes and prepare performance reports.
Recommend and implement preventive measures to reduce errors and recurring requests.
Monitor user equipment and maintain inventory control.
Oversee ICT stock and equipment orders.
Required Qualifications:
Degree in Informatics or a related field (HEI, TEI).
Knowledge of the ITIL framework (certification preferred).
At least 2-3 years of experience in a similar position.
Previous experience managing teams.
Proficiency in ticketing systems and customer support processes.
Strong knowledge of Windows and MacOS systems, along with basic networking skills.
Excellent Excel skills.
Familiarity with Microsoft Office 365, Teams, and Microsoft Azure.
Knowledge of BI reporting tools.
Strong organizational, communication, and time management skills.
Ability to work under pressure and handle multiple requests simultaneously.
Analytical skills to prioritize and resolve support requests effectively.
Proficiency in English (oral and written).
What We Offer:
Attractive salary package and private insurance.
Opportunities for continuing education.
A modern, pleasant work environment with growth potential.
If you’re passionate about technology and enjoy supporting users in a dynamic environment, we invite you to apply for this exciting opportunity.