Technical Service Coordinator

📌 Job Technical Project Coordinator

Department: IT Operations Reports To: IT Operations Manager / Infrastructure Manager

📝 Job Summary

The Project Coordinator is responsible for receiving, categorizing, prioritizing, and assigning IT incidents and service requests to the appropriate System Administrators or technical teams. This role ensures timely resolution of issues, SLA compliance, and smooth coordination within the IT operations environment.

🎯 Key Responsibilities

1️⃣ Incident & Ticket Management

- Monitor IT service desk tools (e.g., ServiceNow, Jira, Zendesk) - Log, categorize, and prioritize incidents and service requests - Assign tickets to appropriate System Administrators or support teams - Escalate critical or high-priority incidents as required

2️⃣ Coordination & Communication

- Act as a communication bridge between users and IT teams - Follow up on pending tickets to ensure timely resolution - Provide status updates to stakeholders - Coordinate on-call schedules and field assignments (if applicable)

3️⃣ SLA & Performance Monitoring

- Track Service Level Agreement (SLA) compliance - Ensure tickets are addressed within defined timelines - Generate reports on ticket trends and team performance

4️⃣ Documentation & Reporting

- Maintain accurate ticket documentation - Prepare daily/weekly operational reports - Identify recurring issues and escalate for root cause analysis

🛠 Required Skills

- Basic understanding of IT infrastructure (Windows/Linux servers, networking concepts) - Familiarity with ITSM tools - Strong organizational and multitasking skills - Good communication and coordination abilities - Ability to work in 24/7 or shift-based environments

🎓 Qualifications

- Bachelor’s degree in IT, Computer Science, or related field (preferred) - 1–3 years of experience in IT support, helpdesk, or IT operations (preferred)

⭐ Preferred Knowledge

- Basic knowledge of Windows Server and Linux - Understanding of incident management frameworks like ITIL - Exposure to monitoring tools and ticket escalation processes