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IT Operations Coordinator

TRUTECH INFORMATION TECHNOLOGIES LLC
Abu Dhabi, UAE
fulltime
Mid-Senior
AED 3,000/month
1 weeks ago
HRrecruitmentemployee relationsmanagement information systemsreportingdata analysis
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Overview

  • We are an IT Services & Solutions Provider based in Khalidiya, Abu Dhabi, providing IT support services to our customers covering Abu Dhabi & Dubai.
  • We deliver Managed IT Services (AMC), Microsoft 365, cybersecurity, networking, backup solutions, compliance and IT projects.
  • We are looking for a disciplined and proactive IT Operations Coordinator to manage daily service operations and ensure structured, reliable delivery to our clients.
  • This role serves as the central point for coordinating all service operations, including managing support tickets, scheduling engineers, monitoring SLAs, ensuring accurate documentation, and maintaining clear and proactive client communication.
  • It acts as the control hub for daily service delivery, with occasional site visits to support coordination and ensure service quality.

Responsibilities

  • Act as the single point of contact for clients for all projects and support-related matters.
  • Monitor and update the ticketing system daily with accurate and timely information.
  • Assign support tickets to engineers, monitor progress, and ensure SLA adherence.
  • Manage appointments, schedules, site visits, and workload distribution of the technical team.
  • Collect and verify ticket updates, ensuring time entries and resolutions are properly logged.
  • Process all jobs with accuracy and timeliness, maintaining complete records.
  • Track and monitor all ongoing jobs and support tickets; follow up closely until resolution.
  • Conduct post-service follow-ups and collect customer feedback and surveys to measure satisfaction and loyalty.
  • Keep clients informed on progress, delays, or escalations in a professional manner.
  • Respond promptly to client complaints, suggestions, and after-sales support requests.
  • Coordinate purchase requests, deliveries, and project completion updates.
  • Work closely with the sales and finance departments for billing, timesheet approvals, and timely invoicing.
  • Provide excellent customer service and continuously identify ways to improve the client experience.
  • Maintain service dashboards, daily/weekly/monthly reports, and performance metrics.
  • Track SLA achievements and monitor the performance of each support engineer.
  • Maintain service documentation, trackers, and checklists with up-to-date information.
  • Monitor team attendance, utilization, and key performance indicators (KPIs).
  • Answer phone calls, respond to emails, and prepare official correspondence and reports.
  • Support management in preparing SLA, satisfaction, and engineer productivity reports.
  • Perform assigned admin duties with accuracy and confidentiality.
  • Support management in continuous process improvement and service quality initiatives.
  • Visiting client locations and meetings if required.

Skills Required

  • Dynamic & Self Motivated.
  • Minimum 3 years of experience in a similar role (Operations, Service Coordination).
  • Strong command of English (written and spoken).
  • Excellent phone and email communication skills with professional etiquette.
  • Strong problem-solving ability and capable of working both independently and collaboratively.
  • Proven track record of reliability, performance, and accountability.
  • Excellent organizational and multitasking skills with close attention to detail.
  • Ability to manage time, plan daily activities, and meet deadlines effectively.
  • Strong customer service orientation and client-handling confidence.
  • Proficiency in Microsoft 365 (Excel, Outlook, Teams, Word, and SharePoint).
  • Familiarity with ticketing systems.
  • Ability to work under pressure and maintain composure in challenging situations.
  • Professional demeanor, well-presented, and client-facing attitude.
  • Quick learner, adaptable, and able to grasp new tools or processes rapidly.
  • Excellent interpersonal and coordination skills across departments.
  • Demonstrated ability to handle administrative and documentation tasks accurately.
  • Committed to maintaining a positive and solution-driven attitude.
  • Excellent professional image & should be presentable.
  • Can easily adapt to new environments.
  • Pay: AED3,000.00 - AED4,500.00 per month

Application Question(S)

  • Where are you currently located & what is your current visa status?

Experience

  • Operations Coordinator: 3 years (Preferred)
  • Handling and managing a team: 3 years (Preferred)
  • Handling emails & enquiries: 3 years (Preferred)
  • Monitoring & updating job and schedules: 3 years (Preferred)
  • Customer service/support: 3 years (Preferred)
  • Helpdesk ticketing system: 3 years (Preferred)

• English (Speak, Read, Write) (Required)

  • Willingness to travel:
  • 50% (Preferred)

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