IT Coordinator Full Time NEW

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Key Responsibilities

• Manage the department’s IT HelpDesk ticketing system, ensuring IT requests and incidents are properly recorded, assigned, monitored, and closed within agreed service levels.
• Ensure all IT requests and incidents are accurately logged and maintained in the HelpDesk system.
• Assign HelpDesk tickets promptly to the appropriate IT technician or team member for resolution.
• Track and monitor the status of HelpDesk tickets, follow up on pending tasks, and ensure timely closure of requests.
• Provide direct technical assistance to University end-users, including faculty, staff, and students, in resolving technology-related issues when required.
• Prepare, update, and publish self-service knowledge base articles, FAQs, and step-by-step technical guides to support users in resolving common IT issues independently.
• Maintain an accurate inventory of IT hardware, software, consumables, and departmental IT assets.
• Monitor IT supplies and initiate timely replenishment requests to ensure availability of required resources.
• Maintain accurate documentation relating to warranty agreements, software licenses, and renewals.
• Safeguard and maintain official IT documents, including memoranda, meeting minutes, reports, and other departmental records.
• Prepare material and service requests to support departmental purchasing and procurement requirements.
• Assist the IT Manager in preparing documentation, presentations, meeting minutes, and other administrative materials.
• Support the preparation and maintenance of technical and functional documentation for IT systems and processes.
• Provide administrative support to the Office of Information Technology and ensure compliance with University policies and procedures.
• Collect and analyze IT performance metrics to evaluate service effectiveness and identify opportunities for improvement.
• Liaise with internal stakeholders, vendors, service providers, and external technical support teams as required.
• Support the continuous improvement of IT HelpDesk processes, documentation, and user support services.
• Maintain confidentiality and exercise appropriate discretion when handling IT-related information, documentation, and University data.
• Perform other related duties as assigned.

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