About the role

The Development Finance Corporation (DFC), Belize's development bank, is hiring a full-time IT Service Desk Coordinator at its headquarters in Belmopan. The coordinator delivers courteous, professional IT support, answers, records, tracks and prioritises all IT requests, and improves service processes. The role also works with the Senior Administrator on acquiring and disposing of end-of-life IT equipment through an IT asset life-cycle management system.

Responsibilities

Customer service: provide responsive, professional IT support, build strong relationships with stakeholders and ensure user satisfaction
Technical support: diagnose and resolve hardware and technical issues, deploy and decommission equipment, and guide non-technical users
Help desk management: receive, document, track, resolve and escalate IT requests, and monitor trends to improve service
User feedback: run customer satisfaction surveys, analyse feedback and recommend improvements
Reporting: prepare regular reports on support activity, ticket volumes, resolution times, productivity and customer satisfaction
IT asset management: keep accurate IT inventory records, track asset movement, coordinate maintenance and support hardware and software procurement
Policies and procedures: develop and maintain IT procedures, work instructions, policies and best-practice resources
People management: support recruitment, staff development, coaching, performance management and teamwork
Keep up with emerging technologies and best practices, and recommend improvements

Requirements

Associate degree in Information Systems or Computer Science
At least three years of related work experience
At least three years of experience managing people or teams
Knowledge of Windows 10 and 11, Office 365, service desk applications and remote desktop applications
General troubleshooting skills for PCs, networking and applications
Strong problem-solving, critical thinking and logic skills
Excellent verbal and written communication, interpersonal and customer service skills
Able to work under pressure and independently
Experience analysing incident reports to identify trends
Able to maintain a high level of confidentiality and ethical behaviour

Preferred qualifications

Related technology certifications