A technical support coordinator assigns computer-based help requests to technicians, monitors their progress, and communicates updates to those who made the request. They work with various departments and must have knowledge of computer hardware, software, and networking.
A technical support coordinator accepts and prioritizes computer-based help requests and assigns tasks to the appropriate technicians on staff. He monitors these tasks until they are completed and may have to assign them to new technicians or specialists if they are especially problematic or urgent. The coordinator should keep those who made the request and others within the organization informed about the status of the work and any solutions being undertaken.
After receiving the request, a technical support coordinator enters the work order into a tracking system, where he assigns it to a technician and tracks the status. The coordinator should also assign a priority level to each task to help technicians figure out which tasks are most urgent. If the technician assigned to the task is unable to resolve the issue, the coordinator will update the job status to a higher priority level and request an expert. As tasks are completed, this person makes the necessary notes on the computer tracking system before marking the job complete.
Technical support coordinators interact with a wide variety of people within the organization they serve. For example, they might work with a company project manager to organize the necessary assistance for specific projects that the information technology (IT) department must be involved with. They work closely with facility managers when creating construction jobs that require things like laying cables for computer networking.
This employee also works as a liaison between the people he serves and the computer technicians he manages. In addition, the coordinator must ensure that problems are resolved in a timely and efficient manner, creating as little inconvenience as possible for computer users who request help. The coordinator is constantly working to streamline the computer troubleshooting process, adhering to required company policies and operating procedures.
To perform this job, an individual needs to be able to gather the necessary data from the person making the request. He should also be able to review the reported issue and assign it to a team member best qualified to resolve the issue. This person must be able to manage multiple tasks as well.
A technical support coordinator must also have extensive knowledge of computer hardware, software, and networking to assess the best troubleshooting methods. Having a work history in an IT department often provides individual information about the tasks involved. Along with technical skills, excellent verbal and written communication skills are also required.
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