Kariera Group is looking for an IT Help Desk Coordinator on behalf of our client, a leading organization in the education sector, to join their ICT Department.

Main Responsibilities:

• Coordinate the IT support team and manage the distribution of support requests.
• Supervise technical support staff.
• Oversee and manage requests through a ticketing system.
• Provide first-level technical support for software, hardware, systems, and network issues.
• Communicate with users to resolve issues and ensure satisfaction.
• Act as the main point of contact for technical escalations, effectively communicating issues to appropriate support channels.
• Identify and escalate complex issues to relevant teams.
• Create and update technical documentation and user instructions.
• Continuously improve support processes and prepare performance reports.
• Recommend and implement preventive measures to reduce errors and recurring requests.
• Monitor user equipment and maintain inventory control.
• Oversee ICT stock and equipment orders.

Required Qualifications:

• Degree in Informatics or a related field (HEI, TEI).
• Knowledge of the ITIL framework (certification preferred).
• At least 2-3 years of experience in a similar position.
• Previous experience managing teams.
• Proficiency in ticketing systems and customer support processes.
• Strong knowledge of Windows and MacOS systems, along with basic networking skills.
• Excellent Excel skills.
• Familiarity with Microsoft Office 365, Teams, and Microsoft Azure.
• Knowledge of BI reporting tools.
• Strong organizational, communication, and time management skills.
• Ability to work under pressure and handle multiple requests simultaneously.
• Analytical skills to prioritize and resolve support requests effectively.
• Proficiency in English (oral and written).

What We Offer:

• Attractive salary package and private insurance.
• Opportunities for continuing education.
• A modern, pleasant work environment with growth potential.

If you’re passionate about technology and enjoy supporting users in a dynamic environment, we invite you to apply for this exciting opportunity.