Helpdesk Coordinator

Job summary
Responsible for the administration and management of the IT Help Desk. Provides first class customer service to the University’s desktop users through first call resolution for desktop hardware, software, LAN, WAN, e-mail, web, Internet, Intranet, and administrative computing related problems.

Under the supervision of the superior in charge

Manage the daily operations of the helpdesk using helpdesk software, ensuring recording and follow-up of all requests to provide an efficient and quality customer service to PSUAD

• Provide phone and walk-in support as part of the helpdesk to ensure all technical requests and issues are responded to in a timely and quality manner.
• Provide guidance and assistance in the use of all office systems software, hardware and administrative computing systems modules through demonstrations as well as the development of written and electronic user guides, to enable independent and appropriate use thereof.
• Sets up written and electronic user guides to allow users to independently access help when they need it.
• Assists in the installation of software as well as problem diagnosis and resolution.
• Oversees and enforces software copyright laws and licensing agreements.
• Maintain IT Assets inventory in Asset management and physical store.

Minimum Qualifications:

Associate’s degree in Business or Administration or an equivalent
combination of education and experience.

• Bachelors’ degree preferred.
• Must be Fluent in French and English Languages

Minimum Experience:
1 year Technical Helpdesk / Field Service experience supporting enduser
computers in a networked environment, preferably in the
Higher Education sector

• PSUAD Alumni/Graduate is added advantage

Required Skills
Knowledge of Help desk procedures, customer service principles, and
customer relationship management applications.
Good understanding of desktop and network applications and
computing and telecommunication equipment and concepts.
General computer and network systems troubleshooting.