Help desk Coordinator
Employer: Maritime Placements (Pvt) Ltd
Industry: Management
Location: Sri Lanka
We are on the lookout for a Help desk Coordinator for a Residency located in Kollupitiya Working Days -Roster basis
Requirement
Serve as the main point of contact for residents and staff seeking technical support for IT-related issues, including internet connectivity, cable services, smart home systems, and other residential technologies.
Oversee the help desk ticketing system, ensuring that all service requests, issues, and resolutions are logged, tracked, and followed up on in a timely manner.
Provide troubleshooting assistance for a range of issues related to hardware (e.g., computers, printers, smart devices) and software (e.g., operating systems, apps, network issues).
Liaise with external service providers, contractors, and vendors to resolve technical issues that require third-party intervention (e.g., internet service providers, cable companies).
Provide guidance and training to residents on how to use in-house technology, including Wi-Fi networks, smart home devices, and any other community-supported tech.
Supervise and support a small team of help desk agents or technicians, ensuring proper coverage and service levels are maintain
Maintain accurate records of all support requests, resolutions, and any issues requiring escalation. Generate regular reports on service desk activity and performance metrics.
Escalate complex technical issues to senior IT staff or external vendors as needed and ensure timely follow-through.
Contribute to process improvement efforts, identifying trends or areas for enhancing the resident and staff experience with technology.
Qualifications:
Degree or Diploma in Information Technology, Computer Science, or a related field is preferred.
Relevant certifications (CompTIA A+, ITIL, etc.) are a plus.
Strong knowledge of common operating systems (Windows, macOS) and mobile devices (iOS, Android).
Familiarity with networking principles, Wi-Fi troubleshooting, and internet service configurations.
Experience with remote support tools and basic hardware repair skills.
Excellent verbal and written communication skills.
Strong customer service orientation and the ability to work well with a diverse group of residents and staff.
Ability to handle multiple tasks, prioritize effectively, and maintain a high level of organization.
Knowledge of smart home systems, security cameras, and other community technologies.
Multilingual abilities are a plus.
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