📌 Job Project Coordinator
Department:
IT Operations
Reports To:
IT Operations Manager / Infrastructure Manager
📝 Job Summary
The Project Coordinator is responsible for receiving, categorizing, prioritizing, and assigning IT incidents and service requests to the appropriate System Administrators or technical teams. This role ensures timely resolution of issues, SLA compliance, and smooth coordination within the IT operations environment.
🎯 Key Responsibilities
1️⃣ Incident & Ticket Management
Monitor IT service desk tools (e.g.,
ServiceNow
,
Jira
,
Zendesk
)
Log, categorize, and prioritize incidents and service requests
Assign tickets to appropriate System Administrators or support teams
Escalate critical or high-priority incidents as required
2️⃣ Coordination & Communication
Act as a communication bridge between users and IT teams
Follow up on pending tickets to ensure timely resolution
Provide status updates to stakeholders
Coordinate on-call schedules and field assignments (if applicable)
3️⃣ SLA & Performance Monitoring
Track Service Level Agreement (SLA) compliance
Ensure tickets are addressed within defined timelines
Generate reports on ticket trends and team performance
4️⃣ Documentation & Reporting
Maintain accurate ticket documentation
Prepare daily/weekly operational reports
Identify recurring issues and escalate for root cause analysis
🛠 Required Skills
Basic understanding of IT infrastructure (Windows/Linux servers, networking concepts)
Familiarity with ITSM tools
Strong organizational and multitasking skills
Good communication and coordination abilities
Ability to work in 24/7 or shift-based environments
🎓 Qualifications
Bachelor’s degree in IT, Computer Science, or related field (preferred)
1–3 years of experience in IT support, helpdesk, or IT operations (preferred)
⭐ Preferred Knowledge
Basic knowledge of
Windows Server
and
Linux
Understanding of incident management frameworks like
ITIL
Exposure to monitoring tools and ticket escalation processes
