COORDINATORE HELP DESK
Core
Coordinating the Level 2 Help Desk team, managing ticket workflows, and providing technical support for complex platform and infrastructure issues.
Role type
Senior IC Help Desk Team Coordinator
Builds
IT support services and operational stability for an ICT company
Domain
IT Services / Help Desk
Deliverable
dashboards & analysis
Required skills
Team coordination, Level 2 technical support, Troubleshooting, SQL, Microsoft Excel, Windows/Linux environments
Preferred skills
Mentoring junior/middle staff, Process optimization, Performance reporting
Responsibilities
Organizing and assigning activities, Monitoring ticket management and SLA compliance, Interfacing with Development and System teams, Monitoring team performance and preparing operational reports, Defining and optimizing support procedures, Managing technical escalations, Supporting onboarding planning