Service Desk Coordinator

Job Description

A dynamic IT operations team is seeking a Service Desk Co-Ordinator to manage service delivery technician scheduling and ticket resolution in a fast-paced environment. This full-time role is based in Cape Town and is perfect for a proactive multitasker with strong coordination skills and a passion for service excellence.

Responsibilities:

• Ticket Lifecycle Management:
• Compliance with Ticket Standard Operating Procedure (SOP) including:

• Respond to logged tickets and log ticket if no ticket exists.
• Ensure tickets are classified & prioritized accurately and within specified SLA.
• Provides regular and timely updates to all parties (internal and external) on incident statuses.
• Ensure time entries are captured accurately consistently and timeously.
• Identify incident and service request data to identify recurring issues trends and opportunities for process or service improvement.
• Ensure quality of communication regular updates and resolution meet stakeholder expectations.

• Escalations:

• Quickly and accurately identify P1 and P2 Incidents and or account escalations initiating an immediate response.
• Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents updates should be at least hourly).
• Ensure root cause analysis for major incidents in the form of a Major Incident Report is completed and received for distribution and record keeping within 5 business days.

• Staff Movement and scheduling:

• Develop and maintain dynamic schedules for field technicians ensuring optimal coverage and resource allocation.
• Monitor and analyse workload distribution among field technicians to ensure fairness. Adjust assignments as needed to balance workloads and maintain high team moral.
• Ensure any obstacles issues (skill/team/operational) are communicated to the Service Desk Manager for timely intervention.
• Proactively & consistently follow up with field technicians and stakeholders to confirm schedule adherence and resolve conflicts.
• Manage support agent availability related to Leave of absences (e.g.: Sick Leave Annual Leave Family Responsibility Leave) to communicate with all stakeholders and schedule replacement support where required.
• Communicate anticipated delays changes or risks in schedules to all relevant parties in advance.

• Third Party management and field service scheduling:

• Engage with 3rd party support for assistance including scheduling quotes and follow up. Communicate arrangements with all stakeholders.
• Maintain transparent and timely communication channels with field techs clients and internal teams.
• Schedule Field Service support agents where required.
• Update billing sheets for all 3rd party engagements and field service and provide to Service Desk Manager.

Requirements:

• Matric or NQF equivalent.
• Certification or Degree in Business Administration Information Technology Communications or Project Management or related field will be advantageous.
• 3 years practical experience working with a Service Desk environment.
• Experience in planning and managing projects.
• 3 years experience in IT management or similar roles.
• Strong interpersonal & leadership skills.
• Excellent decision-making skills.
• Ability to analyse and resolve problems.
• Fluent verbal and written English communication skills.
• Professional and confident communicator.
• Effective listening skills.
• Dynamic and high energy levels.
• Good follow-up skills.
• Be patient tactful diplomatic and approachable.
• Ability to work under pressure and meet deadlines.
• Work accurately meticulous and high attention to detail.
• Excellent organizational planning and time management skills.
• Ability to multitask and prioritize.
• Strong administration skills
• Enjoy working in a team but also can work independently.
• Technical know-how is an advantage.