IT-Support Coordinator

MISSION 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. RESPONSIBILITIES 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 also ensures that escalation is coordinated in an orde...