- Serve as the primary point of contact for all help desk inquiries, ensuring timely and professional responses.
- Coordinate and assign support tickets to appropriate IT personnel based on issue type and priority.
- Monitor ticket queues and follow up with clients and technical staff to ensure prompt resolution.
- Document, track, and update the status of all support requests using help desk management software.
- Maintain accurate records of issues, troubleshooting steps, and resolutions for future reference.
- Communicate effectively with end-users to gather information, provide updates, and manage expectations.
- Escalate complex or unresolved issues to higher-level technical teams as necessary.
- Prepare regular reports on help desk performance, ticket trends, and recurring issues.
- Assist in developing and updating help desk procedures, FAQs, and user guides.
- Support onboarding and training of new help desk staff to ensure consistent service delivery.
2-3 years of experience in a help desk, IT support, or customer service coordination role.Proven ability to manage multiple tasks and prioritize effectively in a fast-paced office environment.Strong organizational and time management skills.Excellent verbal and written communication abilities.Familiarity with help desk management systems and ticketing software.Ability to troubleshoot basic technical issues and provide clear instructions to users.Customer-focused mindset with a commitment to delivering high-quality service.Attention to detail and accuracy in documentation and reporting.Ability to work collaboratively with technical and non-technical team members.Flexibility to adapt to changing priorities and handle unexpected challenges.