Service Desk Co-Ordinator/Administrator Monday - Friday 8.30 to 5pmSalary : 30,000.Responsibilities:Manage and oversee the daily operations of the Service Desk, ensuring efficient and effective resolution of IT support requests.Act as the main point of contact for all incoming support tickets, phone calls, and emails from users and customers.Prioritize and assign support tickets to the appropriate technical support teams based on urgency and complexity.Monitor and track support tickets to ensure timely resolution and adherence to service level agreements (SLAs).Maintain accurate and up-to-date documentation of support processes, standard operating procedures, and knowledge base articles.Collaborate with cross-functional teams to address systemic issues, enhance service desk procedures, and implement process improvements.Attend regular training sessions to improve technology skills and promote self-service options for common issues.Proactively identify trends and recurring issues to develop long-term solutions and prevent future incidents.Continuously strive to improve customer satisfaction by delivering exceptional service and ensuring positive customer experiences.Prepare and present reports on service desk performance, metrics, and customer feedback to management.Requirements:Proven experience in a service desk or help deskStrong knowledge of IT systems, hardware, and softwareExcellent communication skills with the ability to communicate information clearly and effectively ..... full job details .....