IT Desktop Support Coordinator

About the Company

Eil Global is a provider of IT services operating across Asia Pacific and EMEA, specializing in desktop, server, network, and data centre technologies. The company is based in Adelaide, Australia with multiple client sites across these regions.

Location and Engagement

This opportunity is based at the Langley Road site in Wiri, Auckland 2104. The position is a full-time contract role for a minimum duration of one year, with the possibility of extension depending on project developments. Working days are Monday through Friday.

Primary Responsibilities

• Organize and assign field engineers according to ticket priority, location, SLAs, and available resources.
• Manage scheduling of engineers’ site visits, providing backfill coverage, installations, replacements, and addressing ad-hoc support requests.
• Oversee ticket progress from allocation to completion, ensuring timely updates and thorough issue resolution documentation.
• Communicate with customers, technical teams (L2/L3), engineers, and vendors to resolve incidents and handle escalations.
• Ensure complete knowledge transfer, handover processes, and site documentation are performed correctly.
• Monitor SLAs, ticket backlogs, engineer attendance, and site coverage, generating regular performance reports.
• Support multiple sites simultaneously and manage urgent requests while maintaining business continuity.

Technical Expertise

• Familiarity with POS and retail IT setups, including installation and troubleshooting of POS terminals, EFTPOS/payment devices, cash drawers, barcode scanners, self-checkout systems, and receipt/label printers.
• Knowledge of Windows desktop and server environments, hardware components like PCs, laptops, monitors, docking stations, printers; along with network devices such as switches, routers, ports, cabling, and basic network troubleshooting.
• Additional exposure to server infrastructure and data centre environments is beneficial.

Required Skills and Experience

• A minimum of 2 years’ experience in IT support, field service coordination, dispatch management, or service desk operations.
• Proven ability to coordinate field engineers or technicians across various locations.
• Strong comprehension of IT infrastructure and troubleshooting techniques.
• Working knowledge of ServiceNow or similar ITSM/ticketing systems is preferred.
• Excellent communication, coordination, and stakeholder management capabilities.
• Proficiency in Excel and reporting, with keen attention to details.
• Capability to prioritize multiple tasks efficiently in environments driven by service-level agreements.