Resident Engineer - IT Servicedesk Coordinator

The Resident Engineer - IT Servicedesk Coordinator at Infotech plays a crucial role in managing and streamlining IT support services to ensure seamless IT operations across the organization. This position is responsible for overseeing incident management, coordinating service desk activities, and maintaining accurate tracking of IT assets. Acting as the primary liaison between end-users and IT support teams, the role emphasizes efficient ticket handling, problem resolution, and adherence to IT service management best practices based on the ITIL framework. The coordinator ensures timely follow-up on outstanding tickets, escalates critical issues when necessary, and supports user inquiries to maintain high levels of customer satisfaction. This role demands strong organizational skills and effective communication to manage multiple tasks, including asset inventory management, verification during onboarding and offboarding, and compliance with IT policies. The Resident Engineer works closely with IT teams to monitor service requests and generate detailed reports on ticket statuses and asset management. While this position does not involve managing a team, it is pivotal in coordinating efforts to deliver reliable and responsive IT support and contributing to continuous service improvement.
Responsibilities
 

• Log all IT-related incidents and service requests accurately and promptly within the ticketing system to ensure clear issue tracking.
• Monitor and follow up on pending tickets to guarantee timely resolution and maintain high user satisfaction levels.
• Coordinate effectively with IT support teams to track issue progress and escalate unresolved incidents following established protocols.
• Maintain an up-to-date and accurate inventory of IT assets, documenting hardware and software details to support asset management processes.
• Verify the proper handover and takeover of IT equipment and software during employee onboarding, offboarding, and internal transfers to maintain asset accountability.
• Ensure compliance with IT policies, procedures, and best practices related to asset management and service delivery to support governance standards.
• Provide basic user support and guidance for common IT issues, enhancing user experience and minimizing downtime.
• Generate and distribute regular reports on ticket status, resolution metrics, and asset inventory to inform management and identify areas for improvement.
• Apply foundational ITIL principles to improve incident management, service coordination, and overall IT support operations.
• Use Customer Relationship Management (CRM) software and other ticketing systems efficiently to ensure accurate documentation and communication with users.
• Facilitate clear and professional communication between end-users and IT teams to ensure understanding and prompt resolution of technical issues.
• Contribute to problem resolution processes by assessing recurring service desk issues and suggesting improvements.
• Maintain confidentiality and security of all IT support activities and asset information in accordance with company policies.