IT Service Desk Coordinator
Core
Coordinate day-to-day IT Service Desk operations, manage incidents and service requests, and drive continuous service improvement across the Pacific region.
Role type
Senior IT Service Desk Coordinator (Supervisory/Operational)
Builds
IT Service Desk support operations and service management maturity
Domain
IT Operations / Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
IT Service Desk supervision, incident and request management, ITSM process governance, service reporting and analytics, problem and change support, service catalogue management, major incident coordination, ITSM tool administration, hardware troubleshooting, Microsoft end-user environment management, mobile device support, basic networking knowledge
Preferred skills
None stated
Technologies
ITSM platforms, Microsoft Windows OS, MS Office, Outlook, Android, iPhone, networking switches/patches/IP/subnets
Responsibilities
Coordinate ticket triage, workload prioritisation, queue monitoring, and escalation follow-up; manage incidents and service requests from logging to resolution; promote adoption of ITSM practices; review ticket quality, SLA performance, and service trends; identify recurring issues and support root cause analysis; maintain service catalogue items and standard operating procedures; act as a service advocate between users and technical teams; track service improvement activities and recommend process enhancements; maintain ITSM platform data accuracy and queue hygiene; support major incident coordination and post-incident reviews
Seniority
Senior, supervisory IC
