VT Solutions is a proudly Fijian technology company and trusted ICT partner, delivering integrated IT and cybersecurity solutions across Fiji and the Pacific. For more than two decades, we have helped organisations connect, grow and succeed in a rapidly evolving digital world.
Learn more at www.vt-solutions.com
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
Skills and Competencies:
- Strong technical troubleshooting and problem-solving skills
- Excellent customer service and communication skills
- Strong organisation and time-management skills
- Ability to prioritise issues based on urgency and business impact
- Ability to work effectively with technical teams and clients
- A professional, respectful and customer-focused approach
- Strong attention to documentation and reporting
- Ability to take ownership of tasks and work within service-level requirements
Qualifications & Experience
- Minimum Trade Diploma in Information Technology, Networking, Electronics or a similar field
- Minimum 1 year of experience in a similar position
- Fiji citizenship
- Valid driver’s licence
- Police clearance / no criminal record
Salary, Allowance & Benefits:
We offer a competitive salary and benefits package commensurate with experience, qualifications and competencies.