Helpdesk Coordinator

Placements24; Bloemfontein; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive annual salary

Health and dental benefits

Paid vacation and sick leave

Training and development programs

Pension fund contribution

Job summary

Placements24 in Bloemfontein is seeking an organized Helpdesk Coordinator to manage daily support operations from the office, oversee ticket flow, and ensure timely resolution of client issues within the Bloemfontein community.

You'll coordinate with technical teams, monitor SLAs, update the knowledge base, and produce performance reports for management. Prior helpdesk coordination experience is preferred.

Qualifications

• Experience in a helpdesk environment, preferably in a coordination or lead role.
• Strong understanding of IT support processes, ticketing systems, and SLAs.
• Excellent organizational and time-management skills.
• Office-based role in Bloemfontein.

Responsibilities

• Oversee daily operations of the helpdesk, including managing incoming support requests and ticket queues.
• Ensure that all support tickets are logged, prioritized, and assigned appropriately within the ticketing system.
• Monitor team performance and SLAs, intervening to ensure targets are met.
• Coordinate with technical teams and other departments to facilitate issue resolution.
• Maintain and update the knowledge base with relevant information, solutions, and procedures.
• Generate reports on helpdesk performance, ticket trends, and customer satisfaction metrics.

Skills

Helpdesk coordination

Ticketing systems

ITIL/SLAs

Organizational skills

Communication skills

Tools

Helpdesk software

MS Office

Job description

About the Role

Our client is seeking an organized and efficient Helpdesk Coordinator to manage their support operations from their office in Bloemfontein . This role is crucial for ensuring the smooth functioning of the helpdesk, managing ticket flow, and supporting the helpdesk team. You will be responsible for coordinating support activities, maintaining service levels, and ensuring that client issues are resolved in a timely and effective manner. This position requires strong organizational skills and a commitment to providing excellent service within the Bloemfontein community.

Key Responsibilities

• Oversee the daily operations of the helpdesk, including managing incoming support requests and ticket queues.
• Ensure that all support tickets are logged, prioritized, and assigned appropriately within the ticketing system .
• Monitor team performance and service level agreements (SLAs), intervening when necessary to ensure targets are met.
• Coordinate with technical teams and other departments to facilitate issue resolution.
• Maintain and update the knowledge base with relevant information, solutions, and procedures.
• Generate reports on helpdesk performance, ticket trends, and customer satisfaction metrics for management review.

Requirements

• Previous experience in a helpdesk environment, preferably in a coordination or lead role.
• Strong understanding of IT support processes, ticketing systems, and service level agreements (SLAs) .
• Excellent organizational and time management skills, with the ability to multitask effectively.
• Proficiency in using helpdesk management software and standard office productivity tools.
• Strong communication and interpersonal skills, capable of liaising with technical staff and end-users.
• Experience working within an office-based environment in Bloemfontein .

Benefits

• Competitive annual salary with opportunities for advancement.
• Comprehensive health and dental benefits package.
• Paid vacation and sick leave.
• Training and development programs to enhance skills.
• A stable and supportive work environment in our Bloemfontein office.
• Pension fund contribution.