IT Helpdesk Coordinator

the / zimmerman / agency

1. Overview
The IT Helpdesk Coordinator (Apple Mac) role is the cornerstone of the IT Service Desk. As a member of the IT Service Desk team, you are the first point of contact with the IT Department for the majority of the business and as such you have to command not only good technical skills, but the professionalism and initiative to get problems resolved quickly and without fuss or escalate as appropriate. Delivering effective business communication should be second nature.

2. Key Responsibilities
1. Provides first level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing trouble tickets to the appropriate resource.
2. Installing and configuring primarily Apple Mac but also IT hardware and software
3. Diagnosing and solving hardware faults
4. Replacing parts as required
5. Responding within agreed time limits to any given call
6. Dealing with multiple problems at a time
7. Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are.
8. Conducting checks on computer equipment, especially A/V and equipment in meeting rooms
9. Working to agreed procedures for Call Management, Change Management and Operations Management
10. Seeking support from IT Service Desk Site Lead for calls that pass their due dates, or where more experience is required in resolving a call
11. Escalating major incidents to IT management quickly and clearly.

3. Secondary Responsibilities
1. Taking responsibility for parts of the computer network. This can include file servers, workstations, printers, scanners and other peripherals
2. Testing and evaluating new technology
3. Assisting with the movement of IT equipment (may be out of regular business hours)
4. Keeping IT areas (Server room, patch panels, support desks and IT storage areas) tidy, with spare equipment labelled and available for use.
5. Establishing and maintaining a good working relationship with business units and 3rd party suppliers

4. Key Objectives
In terms of innovation: Change and innovation are regular activities within IT. An IT department will continually change the services it provides to better meet the requirements of the user community. The IT Helpdesk Coordinator, as a valued member of the IT Team, is expected to make suggestions to improve the IT services offered. In terms of service: The IT Helpdesk Coordinator will:
1. React to issues in a controlled and professional manner
2. Communicate with suppliers in the language of IT
3. Communicate with the business unit in plain English
4. Be discreet when around, or have access to, sensitive information.
5. Ensure AV Activity is supported to the highest standard
6. Ensure documentation is produced in a timely and accurate manner
7. Question users patiently about a problem to better determine the solution
8. Apply logical thinking and patience to derive solutions to problems
9. Accept responsibility for delivering a high standard of work
10. From time to time work under considerable pressure to achieve results in all situations.
11. Work continuously on a task until completion or referral to third parties (where appropriate).
12. Set realistic expectations with users and then meet them.

5. Required Skills
1. Effective communication skills
2. Proactive & resilient
3. Working knowledge and understanding of operations and business priorities
4. Knowledge of MS Office, Current Windows and Apple Mac Operating Systems
5. Knowledge of current desktop and mobile computing technology
6. Knowledge of core business applications and their operation
7. Knowledge of Microsoft Active Directory Administration / Open Directory Administration
8. Basic understanding of Networking Protocols to aid troubleshooting (TCP/IP, DNS,
DHCP, etc.)
6. Performance Measures and Key Attributes
1. Ensure all calls are responded to within agreed timescales or SLAs.
2. Ensure all calls are fixed within agreed KPI targets
3. Teamwork
4. Good organization skills
5. Assertive
6. Approachable
7. Self-motivated
8. Attention to detail
9. Ensure users are kept fully aware of the process of a call or project


My agency is hiring helpdesk support. We’re a Mac shop, so OS X experience is definitely required. Email me your cover letter and resume at