Helpdesk Coordinator

Placements24; South Africa; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Leadership opportunities

Training & certification

Job summary

Placements24 is seeking a proactive Helpdesk Coordinator in Queenstown to manage the support operations and lead the helpdesk team. The role involves overseeing ticket routing, ensuring timely resolutions, and maintaining documentation while coordinating with the IT support group to boost customer satisfaction.

You will drive process improvements, mentor staff, and ensure high service levels in an on-site environment that values growth and teamwork.

Qualifications

• Proven experience in a helpdesk or customer support management role.
• Strong understanding of IT support processes and ticketing systems.
• Excellent organizational, leadership, and communication skills.
• Ability to train and motivate a support team.
• Experience in problem-solving and conflict resolution.
• Familiarity with IT service management (ITSM) best practices.

Responsibilities

• Manage day-to-day operations of the helpdesk, including ticket routing and prioritization.
• Supervise and provide guidance to the helpdesk support staff.
• Ensure timely and effective resolution of customer support requests.
• Develop and maintain helpdesk procedures and documentation.
• Monitor helpdesk performance metrics and identify areas for improvement.
• Act as a liaison between customers and technical support teams for complex issues.

Skills

Leadership

Organizational skills

Communication

ITSM knowledge

Ticketing systems

Training & motivation

Problem-solving

Tools

ITSM tools

Job description

About the Role

Our client is seeking a proactive and organized Helpdesk Coordinator to manage their support operations in Queenstown. This role involves overseeing the helpdesk team, ensuring efficient ticket management, and maintaining high standards of customer service. You will be crucial in facilitating smooth communication between customers and the technical support team, contributing to operational efficiency and client satisfaction. This is an excellent opportunity for an individual with strong organizational and leadership skills to make a significant impact in a growing company located in Queenstown.

Key Responsibilities

• Manage the day-to-day operations of the helpdesk, including ticket routing and prioritization.
• Supervise and provide guidance to the helpdesk support staff.
• Ensure timely and effective resolution of customer support requests.
• Develop and maintain helpdesk procedures and documentation.
• Monitor helpdesk performance metrics and identify areas for improvement.
• Act as a liaison between customers and technical support teams for complex issues.

Requirements

• Proven experience in a helpdesk or customer support management role.
• Strong understanding of IT support processes and ticketing systems.
• Excellent organizational, leadership, and communication skills.
• Ability to train and motivate a support team.
• Experience in problem-solving and conflict resolution.
• Familiarity with IT service management (ITSM) best practices.

Benefits

• Competitive salary and performance-based incentives.
• On-site role with opportunities for team leadership in Queenstown.
• Comprehensive health insurance.
• Opportunities for further training and certification.
• A supportive environment focused on efficiency and growth.