IT-SUPPORT COORDINATOR

MISSION

As the frontline point of contact for all IFS employees, the IT-Support team is a critical team that contributes to the daily IT assistance to the IFS community at large. It is also a pivotal team gathering and coordinating the IT requests and incidents.

The IT-Support Coordinator is responsible for coordinating a team of 4 IT-Support onsite support agents (including himself). The IT-Support coordinator is a “hands-on person” and is able to step in and help his teammates as and when needed.

The help-desk service hours are from 7:30am to 6:00pm, Monday to Friday, hence ability to work in shifts is expected. 

RESPONSIBILITIES

The IT-Support coordinator coordinates and provides the first response level (L1) regarding any IT incidents and requests via a dedicated ticketing platform (GLPI).

The team executes the processes, documentations, rosters that are in place for the team to operate comfortably and efficiently. The coordinator also ensures that escalation is coordinated in an orderly manner to L2 level as and when needed.

The IT-Support coordinator ensures staff availability to perform the duties of the IT-Support L1 team (e.g. coordinates absences, rosters, shifts, breaks).

The coordinator ensures that IT-Support requests and incidents are duly tracked and prioritised in the ticketing system and ensures that a timely response is provided to each ticket.

Aside from IT-Support activities, the IT-Support Coordinator liaises with some of the suppliers of the IT Department who are providing L1 related services (devices maintenance, projectors maintenance, printers maintenance, IT consumables provisioning).

The coordinator supports the IT End-User-Computing Manager to ensure that all assets delivered from the suppliers are duly entered in inventory, labelled, deployed, relocated, stored or decommissioned following the IT-EUC Manager instructions.

The coordinator supervises the support team planning.

SKILLS, EXPERIENCE AND TRAINING REQUIRED

• Minimum of 5-years experience in IT-Support

• Experience in Education / Campus / International School highly desirable 

• Working Experience / Technical knowledge on the following support and troubleshooting:

  - Microsoft Windows 11 

  - Apple iPad, Apple School Manager, JAMF School

  - Google Chromebook

  - Google Workspace

  - Microsoft Office 2024

  - Active Directory user administration

  - PC mastering and software deployment (SCCM)

  - Ticketing tools

  - Basic Network knowledge (Wi-Fi, LAN)

• Proactive and can-do attitude

• Excellent customer service and client focused attitude

• Good presentation skills

• Follow-up (IT Concierge)

• Strong interpersonal skills

• Team player, and proven prior experience in team leadership

• Good command of English language

• Flexible in working hours & shifts

REPORTING

IT End-User-Computing Manager

BENEFITS

• Weekly schedule of 42 hours of full-time service

• 40 days Annual Leave

• Comprehensive accidental and medical insurance including dental and optical