Systems Support Coordinator

We are one of the leading insurance companies in Mauritius which provides comprehensive insurance solutions across a broad range of sectors. We operate on both the individual and corporate markets, transacting all classes of short-term insurance business such as Car, Home, Accident, Health, Engineering, and Boat insurance.
At Eagle Insurance, we work differently... We have developed a customer-oriented culture, where our people are always turning the impossible into possible to exceed the needs of our clients. Ordinary isn’t part of our DNA.
We believe that when imaginations run wild, everyone can reach their potential and accomplish great things! Together, we can shape the future of our company.

Description
We are looking for a proactive and service-oriented Systems Support Coordinator to coordinate the Helpdesk activities, provide technical support to users and ensure timely resolution and follow-up of IT-related issues. The role will also support the maintenance and improvement of business applications and systems.

Key Responsibilities
• Coordinate and monitor IT Helpdesk requests, ensuring timely assignment, resolution, and follow-up in line with defined SLAs.
• Provide first-line technical support for hardware, software, and system-related issues.
• Monitor ticket queues, ensure accurate updates, and proactively follow up on pending, ageing, and SLA-at-risk tickets.
• Escalate complex issues to relevant internal teams or service providers and ensure timely resolution and closure.
• Monitor Helpdesk performance, maintain relevant documentation, and prepare reports and metrics as required.

Job Requirements
• Degree in Computer Science, Information Technology, or equivalent with knowledge in networking and cybersecurity.
• At least 3 years of experience in IT support / Helpdesk or a similar role.
• Good knowledge of IT systems, hardware, software and troubleshooting.
• Experience with Service Desk / Helpdesk applications would be an advantage.
• Strong customer-service orientation and problem-solving skills.
• Good planning, organisation, follow-up and prioritisation abilities.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proactive, reliable, and service-driven attitude.

We are an equal opportunity employer and are committed to creating a diverse and inclusive environment for all team members. We welcome applications from all backgrounds and experiences. Please note that we will be contacting only those candidates who best meet the requirements for this position.