IT Assistant

This role provides essential support to the IT team by coordinating reported issues, managing administrative tasks, and producing clear, accurate documentation. The incumbent will help ensure smooth daily operations, proper follow-up of IT cases, and effective maintenance of the ManageEngine IT Service Management environment.

Key Responsibilities:

Issue Coordination

• Review and understand incoming IT issues and route them to the appropriate support personnel

• Follow up on open cases until resolution

• Ensure all updates are accurately captured in the IT Management System

IT Management System Ownership

• Take ownership of the IT Service Management system

• Ensure tickets are properly logged, updated, assigned, and closed

• Assign cases to the appropriate support staff

• Maintain ticket categories, templates, and basic system configurations

• Generate weekly reports when required

Administrative Support

• Prepare and submit Purchase Orders (POs)

• Consolidate quotations and obtain necessary endorsements

• Maintain simple tracking of Purchase Requisitions (PRs), POs, and vendor activities

Documentation

• Prepare documentation based on discussions and process workflows

• Develop clear and user-friendly manuals for staff

• Update documentation when system or process changes occur

Communication Support

• Liaise with users to gather necessary details for reported issues

• Provide timely updates to users on case progress

• Coordinate with vendors for scheduled work and follow ups

IT Operations Assistance

• Support basic account-related requests

• Prepare meeting notes, summaries, and action items

• Assist in testing cycles and simple User Acceptance Testing (UAT) activities

Additional Responsibilities

• Support company events when required

• Perform any other duties as assigned