ITPR Coordinator

ITPR Tickets (ServiceNow) and Operations and ITPR Tickets

1. Ensure all ITPR Requests, Operations, and ITPR tickets are logged, assigned, and updated accurately in ServiceNow.
2. Monitor ServiceNow dashboards and ensure tickets are assigned within 2 hours of receipt.
3. Maintain ticket resolution and updates within the agreed 3 working-day SLA.
4. Proactively monitor breach timelines and take corrective action to prevent SLA breach
5. Ensure all ticket documentation, work notes, and closure details are complete and accurate.

Ticket Monitoring & Communication

1. Send daily reminder emails for pending tickets by 9:00 AM.
2. Provide end-of-day status updates and ticket closure communications to stakeholders.
3. Escalate critical or overdue tickets promptly to ensure timely resolution.

ITPR Requests for Branch

1. Receive and review ITPR requests for branch related to ensure accurate assignment to the Branch Support Team

2. Coordinate with Branch Support Team to ensure Branch Engineers are assigned promptly for onsite activities

3. Monitor assigned requests and ensure Branch Engineers attend and complete cases within SLA

4. Track request progress and provide timely updates to stakeholders and requestors

5. Follow up on pending branch requests and escalate any delays that may impact SLA compliance

6. Ensure all ServiceNow tickets are updated accurately with assignment details, status updates, and closure information

ITPR/IMAC Reporting (Weekly, Daily, Stocktake)

1. Provide ITPR Daily Report at the end of each business day by 5:30PM.
2. Provide ITPR Weekly Report every week on Monday by 5:30PM
3. Maintain accuracy and timeliness of daily and weekly ITPR reporting
4. Track and report ticket volumes, SLA performance, and pending activities
5. Ensure record all the assets in the ITPR room under the Stocktake record

Qualifications:

• Education: Bachelor’s degree or Diploma in Information Technology, Computer Science, Business Administration, or a related discipline.
• Experience: Minimum of 1 years of experience in an IT Helpdesk, Technical Coordination, or IT Service Desk environment.
• Prefer candidate with hands-on experience navigating, tracking, and updating tickets.
• Communication: Exceptional verbal and written communication skills for following up with technical field teams and updating business stakeholders.