Helpdesk Coordinator

Placements24; Paarl; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive salary and benefits

Professional growth opportunities

Team-building and supportive culture

Wellness programs

Job summary

Placements24 is seeking a proactive Helpdesk Coordinator to join its Customer Service & Helpdesk team in Paarl, Western Cape. You will manage ticket flow, coordinate the team, and communicate with clients to ensure timely resolutions and high service quality.

The ideal candidate has prior helpdesk experience, strong organizational skills, and proficiency with ticketing systems. This role offers a hybrid work arrangement and opportunities for professional growth within a collaborative environment.

Qualifications

• Experience in a helpdesk environment, preferably in a coordination or lead role.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with helpdesk software and ticketing systems.
• Ability to multitask and manage priorities effectively.
• Customer-focused approach and commitment to service excellence.

Responsibilities

• Manage and prioritize incoming helpdesk tickets and service requests.
• Assign tickets to appropriate team members and monitor progress to ensure timely resolution.
• Communicate with customers regarding the status of their requests and provide updates.
• Maintain accurate records of support activities and resolutions in the helpdesk system.
• Identify recurring issues and suggest improvements to support processes and documentation.
• Liaise between customers and internal technical teams to facilitate issue resolution.

Skills

Helpdesk coordination

Organizational skills

Time management

Communication skills

Interpersonal skills

Ticketing systems

Tools

Helpdesk software

Job description

About the Role

Our client seeks a well-organized and proactive individual to serve as a Helpdesk Coordinator within their Customer Service & Helpdesk team, based in Paarl, Western Cape. In this role, you will be responsible for managing the flow of support requests, ensuring timely resolution, and coordinating the efforts of the helpdesk team. Your ability to prioritize tasks, communicate effectively, and maintain efficient operations will be key to customer satisfaction. This position is perfect for someone who thrives in an organized environment and is dedicated to optimizing support processes and team collaboration, ensuring all client needs are met promptly and professionally.

Key Responsibilities

• Manage and prioritize incoming helpdesk tickets and service requests.
• Assign tickets to appropriate team members and monitor their progress to ensure timely resolution.
• Communicate with customers regarding the status of their requests and provide updates.
• Maintain accurate records of support activities and resolutions in the helpdesk system.
• Identify recurring issues and suggest improvements to support processes and documentation.
• Liaise between customers and internal technical teams to facilitate issue resolution.

Requirements

• Previous experience in a helpdesk environment, preferably in a coordination or lead role.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with helpdesk software and ticketing systems.
• Ability to multitask and manage priorities effectively.
• A customer-focused approach and a commitment to service excellence.

Benefits

• Competitive salary and benefits package.
• Hybrid work arrangement offering a mix of office and remote work.
• Opportunities for professional growth and development.
• Team-building activities and a supportive work culture.
• Employee wellness programs.