IT Operations Coordinator

Service Desk Operations: Monitor the Freshservice queue throughout business hours and make sure every request - from the self-service portal, e-mail, telephone or chat - is captured as a ticket.
Ticket Triage: Classify each ticket, assign P1-P4 priority using the approved impact and urgency matrix, and route it to the right resolver within the committed response time.
First-Line Resolution: Resolve common issues across Windows and macOS, Google Workspace, peripherals and printing, office LAN and Wi-Fi, VPN and standard business applications.
Service Request Fulfilment: Deliver service catalogue items - device issue and recovery, software installation, and coordination of account and access requests - after confirming that approvals are valid and complete.
Escalation: Alert the IT Operations Manager to tickets approaching an SLA breach, and escalate P1, P2 and major incidents immediately with full context on handover.
Asset Administration: Maintain the IT asset register so that every issue, transfer, repair, recovery and disposal is recorded within 24 working hours, with accurate owner, location, status and specification.
Handover Documentation: Prepare, obtain signatures for and file device handover and recovery forms, and take part in periodic stock-takes and variance reconciliation.
Licence and Vendor Records: Keep the software licence and IT vendor contract registers current, including seat counts and support terms, and flag renewals at least 30 days in advance.
Access request Coordination: Receive and assess user access requests. Handles those that fall within the agreed scope, and refer anything beyond it to the IT Operations Manager or Head of IT for assessment. Once approved, route the request to the current designated Admin Account holder (Head of IT) for provisioning - this role does not hold administrative accounts on internal systems. Maintain the access rights record for periodic review.
Onboarding and Offboarding Support: Have devices ready and coordinate account creation and access provisioning with the current Admin Account holder (Head of IT) before a newcomer's first day, and recover devices and raise the requests to disable all accounts and access on a leaver's last working day.
Endpoint Security Hygiene: Monitor endpoint anti-malware status and guide users to close any gaps, and report suspected security events immediately rather than resolving them alone.
Vendor Coordination: Handle warranty claims, repairs and part replacements with vendors, and track them through to closure in the ticket.
Knowledge and Reporting: Write and maintain knowledge base articles for recurring requests, and send a weekly ticket report covering volume, backlog and SLA position.