Full job description

Company Overview

We are an IT company providing technical solutions and support to a diverse client base. We are looking for a proactive IT Coordinator to act as a bridge between our customers and technical engineers, ensuring smooth ticket handling and timely issue resolution.

Job Summary

The IT Coordinator will be responsible for managing customer queries, logging and tracking support tickets, and coordinating with engineers to ensure efficient assignment and resolution of issues. This role requires strong communication, organizational, and basic technical understanding.

Key Responsibilities

• Receive, log, and manage customer queries via phone, email, or ticketing system
• Create, assign, and track IT support tickets
• Coordinate with engineers and allocate tickets based on priority and expertise
• Follow up on open tickets to ensure timely resolution and SLA compliance
• Communicate status updates to customers professionally
• Escalate critical issues when required
• Maintain accurate records of tickets, resolutions, and customer interactions
• Support reporting on ticket volume, response time, and resolution metrics