Internal Support Coordinator

The primary purpose of this role is the first point of contact for all IT-related enquiries and is responsible for efficiently managing, monitoring and assigning support requests to various teams (including external). This role ensures that IT issues are directed to the appropriate internal or external teams, provides initial troubleshooting, and maintains accurate reporting to support decision-making and service improvement.

Duties include:

• Central ticket triage and ownership
• First point of contact for internal users
• Categorize, prioritise, and assign tickets
• Maintain clarity in ticket notes and status updates

• Vendor Liaison
• Assign tickets to various managed service providers depending on requirement
• Escalate as required and follow up for resolution timeframes

• Basic IT administration tasks
• User onboarding/offboarding (Azure AD, M365, group memberships)
• Password resets, license assignments, shared mailbox/group creation
• Device allocation/preparation

• Reporting
• Weekly/monthly dashboard on ticket volumes, category types, SLA breaches, etc.
• Identify recurring issues and pain points

• Knowledge base contributor
• Document common issues and solutions, feeding back into your self-service portal

Ideal applicants will possess the following:

Essential:

• Experience in IT helpdesk, particularly in management and/or reporting
• Strong communication skills with the ability to translate technical information into simple terms for end users
• Familiarity with Microsoft 365, Azure AD, and basic to intermediate IT administrative tasks (e.g. Password resets, group creation, account creation, etc.)
• Excellent organisational and time management skills, and attention to detail

Desirable:

• Previous experience as senior helpdesk or IT coordinator
• Knowledge of ITIL best practices for incident management
• Experience generating IT support reports and analysing trends
• Familiarity with ERP systems (Pronto in particular)