Help Desk & I.T. Coordinator Ali & Sons

Key Responsibilities:

• Handle remote troubleshooting using diagnostic tools and user input.
• Identify solutions based on issue details and guide users through the resolution process.
• Escalate unresolved problems to higher-level support teams.
• Provide accurate information on IT systems, software, and services.

2. IT Ticketing & Issue Management

• Log and manage service requests through the internal ticketing system.
• Prioritize and assign tickets to appropriate teams, ensuring timely resolution.
• Monitor progress on open issues and keep users updated on status.
• Escalate high-priority or complex issues when necessary.

3. Customer Service & Communication

• Act as the first point of contact for all internal IT-related queries.
• Communicate clearly with users regarding issue status and expected resolution times.
• Deliver exceptional customer service to ensure user satisfaction.
• Document issues, actions taken, and resolutions accurately.
• Contribute to a knowledge base of common problems and solutions.

4. Administrative Support & Process Improvement

• Provide administrative support to the IT Manager as needed.
• Follow up on tasks and maintain accurate user records.
• Suggest improvements to support procedures and systems.
• Relay user feedback to relevant teams.
• Help maintain department standards and contribute to the achievement of IT and company goals.