Service Desk Co-Ordinator
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Job Location:
Cape Town - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Service Desk Coordinator
Location: Century City Cape Town
Salary: R25 000 R35 000 per month
Employment Type: Permanent
Start Date: ASAP
About the Role
Our client is seeking a highly organised Service Desk Manager to oversee Service Desk operations drive high service standards and ensure exceptional client experience. This role is central to smooth ticket flow strong communication and efficient coordination across the support team.
Key Responsibilities
Oversee daily Service Desk operations and ensure balanced workloads
Monitor all support channels to ensure requests are captured and actioned
Ensure tickets are logged prioritised assigned updated and resolved within SLAs
Maintain proactive client communication across phone email WhatsApp and ticketing systems
Manage incident logging escalation tracking and documentation
Coordinate with engineers project teams and third-party vendors
Maintain SOPs knowledge base articles and documentation
Track SLA performance response/resolution times and queue health
Prepare weekly KPI and performance reports
Identify recurring issues and recommend process improvements
Requirements
23 years experience in an IT Service Desk or support environment
Strong understanding of Service Desk processes SLAs and ticketing workflows
Excellent communication skills (written and verbal)
Experience managing ticket queues within an ITSM/ticketing system
Strong organisational and coordination skills
Familiarity with basic IT systems software networking and remote support tools
Experience handling client communication and managing expectations
Ability to track document and report on Service Desk activity
Strong problem-solving and analytical thinking
Core Competencies
High reliability and follow-through
Strong customer focus
Clear communication
Resilience under pressure
Organised and detail-oriented
Proactive and solutions-driven
Strong teamwork and collaboration
Professionalism integrity and initiative
Perks
Loyalty-based medical aid and retirement annuity
Overtime
Socials and Friday lunches
International travel opportunities for top performers
Profit share for high achievers
Key Skills
- Abinitio
- Apache Tomcat
- Ethernet
- Hotel Management
- Financial Planning & Analysis
- AV
About Company
Believe Resourcing offers professional, personalised talent & recruitment services, from full process outsourcing to tech talent outsourcing.
