IT Support Coordinator - Deadline 02/11/26

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Descrizione

Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues. Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident/request resolution. Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management. Coordination with development teams Coordinate knowledge-sharing platforms (wikis, intranet, collaboration tools like MS Teams, SharePoint) and ensure content accuracy. Management and follow-up of user requests Guidance regarding the use of information systems Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines. Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats. Participation in meetings/trainings with user, development teams, etc. Define, implement, and optimize support processes (ticket triage, escalation, major incident handling). Act as liaison between users and IT for feedback loops, collecting pain points and improvement opportunities. Escalate complex technical issues to L2/L3 support or development teams with detailed documentation and reproduction steps. Provide support in collaboration with the inventory team for the maintenance and registration of devices in the Unit. Provide support with the creation of virtual machines and storage solutions. • Support the usage of data analysis soft

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