IT Service Desk Coordinator

About the role

We are looking for an organized and customer-focused IT Service Desk Coordinator to support smooth and efficient IT operations across a global organization. In this role, you will act as a central coordination point between end users, service desk agents, and technical teams, ensuring that incidents and service requests are handled effectively.

What you'll do

• Monitor incoming IT incidents and service requests, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams
• Provide initial Level 0 support by collecting relevant information, understanding user issues, and guiding users through basic troubleshooting steps
• Track open, pending, and aging tickets to ensure timely follow-up and identify potential service-level agreement (SLA) risks
• Escalate unresolved or complex issues to the relevant technical teams to support timely resolution
• Maintain clear and consistent communication with end users, service desk agents, and technical teams, keeping all stakeholders informed of ticket progress

What you need

• 2–4 years in it support & networking
• Active Directory
• Office 365
• Windows
• Troubleshooting
• Any graduate

Good to have

• Ticketing tools
• ServiceNow
• JIRA
• Zendesk