IT Service Desk Coordinator – ITIL certified

We have an urgent requirement for IT Service Desk Coordinator – ITIL certified is required for one of our client in Sharjah.

We are seeking a proactive and customer-focused IT Services Desk Coordinator to join our IT team. The ideal candidate will provide high-quality support to end-users, ensuring smooth IT operations and adherence to ITIL best practices.

• Serve as the first point of contact for IT-related issues, requests, and incidents.
• Log, track, and resolve service desk tickets according to ITIL standards.
• Provide timely and efficient support to end-users via phone, email, and ticketing system.
• Escalate unresolved issues to appropriate IT teams while maintaining follow-up with users.
• Monitor service desk performance and assist in reporting metrics.
• Maintain documentation of IT processes, troubleshooting steps, and solutions.
• Support the implementation of IT policies and procedures.

• Education:
  
  Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• Certification: ITIL Foundation certificate mandatory.
• Experience:
  
  1-2 years of experience in IT support or customer service.
• Strong communication and interpersonal skills.
• Customer service-oriented with problem-solving ability.
• Knowledge of IT service management processes and tools.
• Proficient in MS Office and basic networking concepts.

• Strong experience in IT Service Management processes (incident, problem, change management).
• Strong experience on customer support to handle queries & escalations.
• Strong experience in Technical Troubleshooting – hardware, software, basic networking.