Call Coordinator

Sevenc Computing; Johannesburg; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A technology services provider in Johannesburg seeks a Call Coordinator to oversee service desk operations. The role involves managing resource allocation, triaging service requests, and maintaining client communications. Ideal candidates should have 2–4 years of experience in an IT support environment and a strong understanding of IT infrastructure and operations. This position demands excellent communication skills and organizational abilities.

Qualifications

• 2–4 years' experience in a service desk or IT support environment.
• Strong understanding of IT infrastructure and common technical issues.
• Excellent communication skills for client interaction and vendor coordination.
• Ability to manage multiple concurrent workstreams.
• Understanding of SLA requirements and escalation procedures.

Responsibilities

• Monitor and manage the service desk queue.
• Triage service requests based on scope and severity.
• Manage IT procurement tasks.
• Track aging tickets and ensure engineers progress within SLA.
• Provide regular status updates and schedule coordination.

Skills

Service desk operations

Client communication

IT infrastructure understanding

Organizational skills

Vendor coordination

Administrative processes

Education

Matric / Grade 12

Tools

ITSM platforms (Atera, Service Now, Fresh Service)

Job description

Job Purpose

Call Coordinator oversees the daily operations of the service desk team at a designated branch.

This role is responsible for intelligent ticket triage, efficient resource allocation, and operational coordination of a team of 3–6 service desk engineers.

The Call Coordinator will also maintain direct client communication for updates and scheduling.

While not hands-on in technical troubleshooting, the role requires a solid technical understanding to assess issue scope and severity for appropriate resource assignment.

Key Responsibilities

• Actively monitor and manage the service desk queue by coordinating appropriate resource allocation.


• Triage incoming service requests based on scope, severity, and complexity to assign the right engineering resources.


• Administrative: Manage IT procurement tasks including software licensing, vendor coordination, and client quote management.


• Advise users on escalation procedures and service desk processes without providing technical troubleshooting.


• Track aging tickets and ensure engineers are progressing within SLA timeframes.


• Provide regular status updates, schedule coordination, and maintenance window communication.


• Log and follow up with third-party vendors, procurement teams, and repair services as needed.


• Monitor workload distribution and assist with capacity planning for the engineering team.


• Implement workplace skills development activities for the assigned team.


• Provide coordination support to other branches when required to ensure service continuity.


• Coordinate escalations to senior technical teams and management while maintaining workflow oversight.


• Track SLA adherence and proactively alert management to potential breaches.

Required Qualifications

• 2–4 years' experience in a service desk or IT support environment with coordination responsibilities.


• Strong understanding of IT infrastructure and common technical issues (sufficient for intelligent triage and vendor communication).


• Experience with ITSM platforms (e.g., Atera, Service Now, Fresh Service).


• Excellent communication skills for client interaction, vendor coordination, and team oversight.


• Proven ability to manage multiple concurrent workstreams without direct technical involvement.


• Strong organizational skills and experience with administrative and procurement processes.


• Ability to work under pressure while maintaining service quality and team coordination.


• Understanding of SLA requirements, escalation procedures, and workflow management.


• Customer service experience focused on coordination rather than technical resolution.


• Matric / Grade 12 minimum education.

Recommended Qualifications

• ITIL Foundation certification.


• Previous experience in team coordination or supervisory roles (non-technical focus preferred).


• Experience in a Managed Services Provider (MSP) or multi-client environment.


• Basic procurement and vendor management experience.


• Client relations or customer service experience with escalation handling.


• Familiarity with software licensing and IT procurement processes.

Key Performance Indicators

• Queue Health Management : Maintain queue aging targets –