Helpdesk coordinator

Join to apply for the Helpdesk coordinator role at TripleTen Indonesia . Description TripleTen is a service that empowers individuals, regardless of prior experience, to master tech professions. Our mission is to give every student the opportunity to master a new profession, find their purpose, and become a valuable member of the tech industry. What you will do Supervise and mentor IT Support Agents, set performance expectations, and coordinate shifts for consistent coverage. Manage helpdesk operations, including ticket prioritization, escalation, and timely resolution using Jira. Monitor helpdesk metrics to identify trends and continuously improve service quality. Create and maintain a centralized knowledge base with troubleshooting guides and FAQs. Act as escalation point for complex issues and collaborate on long‑term user support solutions. Drive process improvements, ensure compliance with IT policies, and assist with audits and asset tracking. Requirements 3+ years of experience in IT support or helpdesk roles, with at least 1 year in a leadership capacity. Strong experience in creating, managing, and developing Jira projects is required. Strong technical knowledge of common workplace tools and systems (e.g. Google Workspace, VPNs, etc.). Excellent written communication skills for documentation and knowledge base creation. Strong organizational and problem‑solving skills. Nice to Haves Experience in a fast‑paced or startup environment. Familiarity with remote support tools and managing distributed teams. What we can offer you Full‑time and remote position. Competitive compensation range $2,500 - $3,000 USD gross pending experience and skills. Freedom to determine the vision of projects and resources to achieve it without micromanaging. Hands‑on experience in an ed‑tech environment (learning tools and the ins and outs of online education for adults). Digital office using modern tools like Miro, Notion, Slack, etc. Diverse and close‑knit team spread across the US, Europe, and more. #J-18808-Ljbffr