IT Service Desk Coordinator | LKR

Do you thrive in a fast-paced environment and enjoy helping people solve technical problems? Are you organized, detail-oriented, and passionate about providing exceptional customer service? If so, we encourage you to apply for this exciting opportunity! We are seeking a highly motivated individual with a solid technical and administrative background to join our growing team as an IT Service Desk Coordinator. This role is best suited to an individual with IT product knowledge willing to offer administrative support to the department.

Responsibilities:

• Act as the first point of contact for helpdesk tickets.
• Assign tickets promptly and efficiently according to the ticketing system (Freshdesk).
• Maintain and update Excel reports, including tracking and reporting on help desk tickets.
• Manage and maintain our hardware and software inventory.
• Assist with the purchasing of tech equipment and follow up on orders.
• Coordinate with vendors on hardware replacements.
• Ensure accurate recording of all customer interactions, troubleshooting steps, and resolutions.
• Create technical documentation to support future customer inquiries.
• Collaborate with other departments to escalate and resolve issues while keeping clients and colleagues informed of progress and updates.

What’s in it for you:

Salary: LKR 72,000 to LKR 100,000 per month depending on experience

40 days paid holiday annually
Full remote working (8:30am – 17:00pm UK time)

Remote Work Requirements:

As a remote employee, you are expected to have access to a reliable internet connection and a suitable workspace. You should also be able to communicate effectively with team members through various virtual communication tools.

Mandatory Skills:

• Minimum 2 years of experience in technical support/helpdesk and proven administration experience.
• Proficient in MS Word, Excel, Outlook, and Teams.
• 
  Knowledge of software applications, networks, and troubleshooting techniques is advantageous.
• Outstanding customer service skills with the ability to handle difficult and complex situations.
• Excellent communication skills, both written and verbal.
• Ability to work well under pressure and meet tight deadlines.
• Highly organized with strong attention to detail.
• Strong administration skills.