IT Helpdesk Coordinator

• →Coordinate and supervise the daily operations of the IT Help Desk within a multi-site organizational environment.
• →Assign and prioritize support requests based on SLA requirements and business criticality.
• →Monitor and track KPIs (First Response Time, Resolution Time, Backlog, SLA Compliance) and prepare monthly reports for IT Management.
• →Ensure adherence to IT Service Management (ITSM) processes and company policies.
• →Manage and optimize the ticketing platform (ServiceNow).
• →Coordinate 1st and 2nd level support and handle escalations to 3rd level teams or external partners.
• →Collaborate closely with other IT teams such as Infrastructure, Network, Security, and Applications.
• →Monitor and analyze recurring incidents in order to reduce their frequency and improve service quality.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in an IT Support environment.
• 2+ years of experience in a coordination or supervisory role.
• Strong knowledge of IT Service Management processes.
• Experience with enterprise ticketing systems, such as ServiceNow.
• Good knowledge of Active Directory and identity management.
• Understanding of corporate networking concepts (LAN/WAN, VPN, DNS, DHCP).
• Experience working with cloud environments, such as Microsoft Azure.

🍽️ Lunch Is On Us: Monthly allowance for your favorite meals.
🏥 Health First: Private health & life insurance for peace of mind.
💻 Set Up For Success: The right tools to stay connected and perform your best.
📚 Curiosity Never Retires: Access to Udemy for unlimited learning.
🚀 Career Rocket Fuel: Coaching and mentorship programs tailored to your goals.
🎯 Work With The Best: Collaborate with industry-leading clients.
🌈 Celebrate Diversity: Be part of a team that values every perspective.
💸Performance Pays Off: Annual discretionary bonus based on yearly contributions.
🌱 Social Responsibility: Give back through volunteering and sustainability.

Excited to Make an Impact? Apply today and be part of what we’re building together 🙂

At SILVARE, we are committed to diversity, equity, and inclusion in all aspects of our workplace. We welcome applicants from all backgrounds and do not discriminate based on race, gender, religion, sexual orientation, age, disability, or any other characteristic protected by law.