IT Technical Coordinator
Job Description
We are seeking a dynamic and detail-oriented Technical Coordinator to join our team. The Technical Coordinator will act as a liaison between our customers and technical department, ensuring efficient assignment of incoming requests, management of the Helpdesk ticketing application, and coordination of projects and Proof of Concepts (PoCs). The ideal candidate will possess excellent communication skills, strong organizational abilities, and a proactive approach to problem-solving.
Responsibilities
- Liaison Role: Serve as the primary point of contact between customers and the technical department. Facilitate clear and effective communication to ensure customer needs and technical requirements are aligned. Ensure customers are kept informed of the status of their requests and any pertinent updates.
- Request Management: Assign incoming support requests to the appropriate technical personnel based on skill set and availability. Monitor and track the progress of requests to ensure timely resolution in accordance with Service Level Agreements (SLAs). Prioritize requests based on urgency and impact on business operations.
- Helpdesk Management: Manage and maintain the Helpdesk ticketing application, ensuring accurate logging and categorization of all support requests. Generate and analyze reports to identify trends, areas for improvement, and ensure compliance with SLAs. Implement and maintain best practices for ticket management and customer support.
- Project Coordination: Coordinate technical projects, ensuring all tasks are completed on time and within scope. Work with project teams to develop timelines, assign responsibilities, and track project milestones. Facilitate regular project meetings, providing updates and addressing any issues that arise.
- PoC Coordination: Oversee the coordination of Proof of Concepts (PoCs) to demonstrate the feasibility and benefits of proposed solutions. Collaborate with technical teams to develop PoC plans, objectives, and success criteria. Ensure PoCs are executed efficiently and effectively, providing feedback and results to customers and internal stakeholders.