Helpdesk Coordinator

About the role

We are looking for an organised and customer‑focused Helpdesk Coordinator to support the effective delivery of our ICT helpdesk services. You will coordinate support requests, monitor ticket progress and service levels, support the helpdesk team and ensure our clients receive timely, professional and effective technical support.

Key responsibilities

• Monitor, prioritise and allocate incoming helpdesk tickets.
• Ensure support requests are managed within agreed SLA timeframes.
• Coordinate with other IT teams to resolve complex technical issues.
• Maintain accurate ticket documentation, troubleshooting notes and resolutions.
• Keep clients informed on the status and progress of support requests.
• Escalate issues to higher‑level technical support when required.
• Monitor helpdesk performance, response times and resolution times.
• Prepare weekly and monthly helpdesk and managed services reports.
• Complete daily client environment health checks and support service reporting.
• Identify opportunities to improve helpdesk processes and service delivery.

Required profile

• Minimum Trade Diploma in Information Technology, Networking, Electronics or a similar field.
• At least 1 year of experience in a similar position.
• Fiji citizenship.
• Valid driver’s licence.
• Police clearance / no criminal record.