Helpdesk Coordinator

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

Benefits offered by this job

Competitive salary

Health benefits

Hybrid work model

Professional development

Collaborative team environment

Job summary

Placements24 is seeking a diligent Helpdesk Coordinator to manage incoming support requests and ensure efficient resolution for operations based in Stellenbosch. You will log, prioritize, and assign tickets, liaise between users and the technical support team, and help maintain service levels.

The role requires strong communication, organizational skills, and experience with helpdesk software. A hybrid work setup is offered with opportunities for professional development.

Qualifications

• Previous experience in a helpdesk or customer support role, preferably in a coordination capacity.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using helpdesk software and ticketing systems.
• Ability to work effectively in a hybrid environment, based in Stellenbosch.
• Basic understanding of IT principles is beneficial.

Responsibilities

• Receive, log, and prioritize all incoming helpdesk support requests.
• Assign tickets to the appropriate support personnel or teams for resolution.
• Monitor the progress of open tickets and ensure timely follow-up.
• Communicate effectively with users to provide status updates on their requests.
• Maintain and update the helpdesk knowledge base with solutions and procedures.
• Generate reports on helpdesk performance and identify trends.

Skills

Helpdesk coordination

Communication

Organizational skills

Multitasking

Hybrid work experience

Customer service

Tools

Ticketing systems

Helpdesk software

CRM system

Job description

About the Role

Our client is actively seeking a diligent Helpdesk Coordinator to manage incoming support requests and ensure efficient resolution for their operations based in Stellenbosch . In this role, you will be responsible for logging, prioritizing, and assigning support tickets, as well as liaising between users and the technical support team. This position is crucial for maintaining service levels and ensuring that all customer and internal IT needs are addressed promptly and effectively.

Key Responsibilities

• Receive, log, and prioritize all incoming helpdesk support requests.
• Assign tickets to the appropriate support personnel or teams for resolution.
• Monitor the progress of open tickets and ensure timely follow-up.
• Communicate effectively with users to provide status updates on their requests.
• Maintain and update the helpdesk knowledge base with solutions and procedures.
• Generate reports on helpdesk performance and identify trends.

Requirements

• Previous experience in a helpdesk or customer support role, preferably in a coordination capacity.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using helpdesk software and ticketing systems.
• Ability to work effectively in a hybrid environment, based in Stellenbosch .
• Basic understanding of IT principles is beneficial.

Benefits

• Competitive salary with performance-related bonuses.
• Comprehensive health and wellness benefits.
• Hybrid work model offering a balance between office and remote work.
• Professional development and training opportunities.
• A collaborative team environment.