IT-SUPPORT COORDINATOR

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.

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 als...