Helpdesk Coordinator

Placements24; Randburg; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work arrangement

Health and retirement benefits

Professional development opportunities

Dynamic Randburg team

Job summary

Placements24 in Randburg is seeking a proactive Helpdesk Coordinator to join our team. You will manage the flow of support requests, coordinate with IT staff, and ensure timely resolution while upholding a high standard of service delivery in a hybrid work environment.

Key duties include prioritizing tickets, communicating status to users, maintaining the knowledge base, monitoring system performance, and generating reports on ticket volume and customer satisfaction.

Qualifications

• Proven experience in a Helpdesk Coordinator/IT Support role.
• Strong understanding of IT support processes and helpdesk software.
• Excellent organizational and time management skills.
• Proficient in customer service best practices and communication.
• Ability to work effectively in a hybrid work environment.
• Familiarity with IT hardware and software troubleshooting.

Responsibilities

• Manage and prioritize incoming support tickets and requests via the helpdesk system.
• Assign tickets to appropriate IT staff and track their progress to ensure timely resolution.
• Communicate effectively with users regarding the status of their support requests.
• Maintain the helpdesk knowledge base with updated solutions and troubleshooting guides.
• Monitor system performance and identify potential issues proactively.
• Generate reports on key metrics such as ticket volume, resolution times, and customer satisfaction.

Skills

Helpdesk coordination

IT support

Time management

Customer service

Hybrid work

Troubleshooting

Tools

Helpdesk software

Job description

About the Role

Our client is looking for a proactive Helpdesk Coordinator to join their team in Randburg . In this role, you will be responsible for managing the flow of support requests, ensuring timely resolution, and coordinating with technical teams to address user issues. You will play a key role in optimizing the efficiency of the support function and ensuring a high level of service delivery. This hybrid role offers a mix of in-office and remote work, promoting flexibility and productivity.

Key Responsibilities

• Manage and prioritize incoming support tickets and requests via the helpdesk system.
• Assign tickets to appropriate IT staff and track their progress to ensure timely resolution.
• Communicate effectively with users regarding the status of their support requests.
• Maintain the helpdesk knowledge base with updated solutions and troubleshooting guides.
• Monitor system performance and identify potential issues proactively.
• Generate reports on key metrics such as ticket volume, resolution times, and customer satisfaction.

Requirements

• Proven experience as a Helpdesk Coordinator , IT Support Specialist, or similar role.
• Strong understanding of IT support processes and helpdesk software.
• Excellent organizational and time management skills.
• Proficient in customer service best practices and communication.
• Ability to work effectively in a hybrid work environment.
• Familiarity with IT hardware and software troubleshooting is essential.

Benefits

• Competitive annual salary with potential for bonuses.
• Flexible hybrid work arrangement.
• Comprehensive health and retirement benefits.
• Opportunities for professional development and IT certifications.
• A dynamic team environment in Randburg focused on efficient problem-solving.