IT Helpdesk Coordinator

Closing Date: 02/08/2023 Hours: 36 per week Salary: £27,442.92 per annum

**About**:
As an IT Helpdesk Coordinator, you will play a vital role in overseeing the Help Desk operations and taking ownership of the helpdesk policies and procedures. Your primary focus will be on delivering exceptional service, ensuring timely and effective technical assistance to our College IT users, and implementing service-level statements. You will collaborate with a team of IT technicians, providing technical guidance and support as they handle support tickets and will report to the Head of IT. Your responsibilities will also include monitoring performance, creating reports, maintaining customer satisfaction, and actively contributing to asset management and cybersecurity initiatives.

To excel in this role, you should have proven experience as an IT Help Desk Manager, or equivalent, demonstrating your ability to effectively manage IT service levels. You should possess a good knowledge of IT systems, networks, and security principles, including hardware, software, operating systems, and network infrastructure.

Your excellent customer service skills and ability to communicate complex technical concepts to both technical and non-technical individuals will be crucial in providing exceptional support and resolving issues promptly. Familiarity with ITIL principles and possess a good overview of Windows, Active Directory, networking protocols, MS Office365, DNS, DHCP, firewalls, SQL Server, Azure, and MS Endpoint Manager are also key requirements.

At our College, we value collaboration, continuous improvement, and a service-oriented approach. As an IT Helpdesk Coordinator, you will have the opportunity to enhance our Help Desk operations, develop a comprehensive knowledge base, foster positive relationships with stakeholders, and actively contribute to cybersecurity initiatives. Your expertise and leadership will be instrumental in maintaining high levels of customer satisfaction and ensuring the smooth functioning of our IT infrastructure.

**Purpose and Duties**:
**Purpose**

As an IT Helpdesk Coordinator, you will be responsible for overseeing the Help Desk, providing technical guidance, and taking ownership of the helpdesk policies and procedures. Your focus will be on delivering exceptional service, ensuring timely and effective technical assistance to clients, and implementing service-level statements. Additionally, you will play a key role in monitoring performance, creating reports, and maintaining customer satisfaction. Your responsibilities will also include asset management, knowledge base development, stakeholder liaison, and involvement in cybersecurity initiatives.

**Duties**
- Helpdesk Management: Oversee and maintain IT Help Desk procedures, ensuring adherence to best practices and efficient ticket management processes. Continuously review and improve procedures to enhance the effectiveness of the helpdesk operations.
- Technical Support and Guidance: Provide 1st line technical support and guidance to all College IT users, including faculty, staff, and students.
- Timely Technical Assistance: Ensure the team provides timely and effective technical assistance to clients based on priorities. Monitor response times and ticket resolution to meet service-level expectations.
- Ticket Assignment and Prioritisation: Coordinate and guide the IT Technicians in the assignment and prioritisation of support tickets based on severity, complexity, and user impact. Ensure timely and appropriate allocation of resources for ticket resolution.
- Escalation Management: Monitor and manage the escalation process for complex or critical support tickets. Collaborate with IT Technicians, and where necessary vendors, to ensure timely and effective resolution of escalated issues.
- User Training and Education: Conduct training sessions and create documentation to enhance end-users’ understanding of technology tools and systems. Develop user guides, FAQs, and knowledge base articles to enable self-service troubleshooting for common issues.
- Communication: Provide daily communications to all stakeholders regarding the progress of requests and updates on ongoing issues. Keep clients informed about the status of their tickets and ensure clear and transparent communication.
- Performance Monitoring: Establish and implement key performance indicators (KPIs) based on service-level statements. Monitor Help Desk performance statistics to identify areas of improvement and ensure adherence to targets.
- Service Desk Software: Determine software requirements for service desk management and configure the system accordingly. Collaborate with members of the IT team to ensure smooth integration with existing systems.
- Helpdesk Dashboard: Design and implement a helpdesk dashboard to monitor and manage KPIs, allowing for effective day-to-day management and reporting.
- Customer Satisfaction: Take ownership of Helpdesk policies and procedures to ensure