Helpdesk Coordinator - Mahikeng

Placements24; LegKraal Gate; Ibrido; ZAR 72.000 - 88.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work arrangement withflex

Health, dental, and vision insurance

Generous annual leave and holidays

Professional development and certs

Performance-based bonuses

Descrizione del lavoro

Placements24 is seeking a highly organized Helpdesk Coordinator to join a fully remote team operating across South Africa. You will manage the inbound ticketing system, prioritize tickets, monitor SLAs, and maintain our knowledge base while coordinating with IT and support staff to provide seamless user assistance.

The ideal candidate has proven helpdesk experience, excellent organizational and communication skills, and familiarity with Zendesk or ServiceNow.

Competenze

• Proven experience as a Helpdesk Coordinator or similar role.
• Excellent organizational and time management skills.
• Strong understanding of helpdesk software and ticketing systems (Zendesk, ServiceNow).
• Proficiency in communication and interpersonal skills.
• Ability to multitask and manage a high volume of requests.
• Knowledge of ITIL frameworks is advantageous.

Mansioni

• Manage inbound helpdesk tickets from logging to assignment.
• Prioritize and assign tickets based on urgency and expertise.
• Monitor resolution times to meet SLAs.
• Update internal knowledge base with troubleshooting guides and FAQs.
• Provide users with status updates on tickets.
• Assist onboarding and training of new helpdesk team members.
• Generate reports on helpdesk performance and trends.
• Collaborate with IT and other departments to resolve issues.

Conoscenze

Organizational skills

Time management

Communication skills

Multitasking

IT support processes

Formazione

High school diploma

IT certifications (plus)

Strumenti

Zendesk

ServiceNow

Descrizione del lavoro

About the Role

Our client is seeking a highly organized and proactive Helpdesk Coordinator to join their fully remote team. This role is essential for managing and streamlining our client support operations, ensuring that all incoming requests are logged, prioritized, and resolved efficiently. You will be instrumental in maintaining our knowledge base and coordinating with our technical support staff to provide seamless assistance to our users. The ideal candidate possesses excellent organizational skills, strong communication abilities, and a thorough understanding of helpdesk workflows. This is a remote-first position, offering the flexibility to work from anywhere in South Africa, while supporting users related to our operations in Mahikeng, North West, ZA . Join a dynamic and growing company that champions remote work and employee development.

Key Responsibilities

• Manage the inbound helpdesk ticketing system, ensuring all issues are logged and assigned.
• Prioritize and assign helpdesk tickets to appropriate support staff based on urgency and expertise.
• Monitor ticket resolution times and ensure Service Level Agreements (SLAs) are met.
• Maintain and update the internal knowledge base with relevant troubleshooting guides and FAQs.
• Communicate effectively with users to provide status updates on their tickets.
• Assist in the onboarding and training of new helpdesk team members.
• Generate reports on helpdesk performance, identifying trends and areas for improvement.
• Collaborate with IT and other departments to resolve complex technical issues.
• Ensure all helpdesk documentation is accurate and up-to-date.

Requirements

• Proven experience as a Helpdesk Coordinator, Ticketing System Administrator, or similar role.
• Excellent organizational and time management skills.
• Strong understanding of helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
• Proficiency in communication and interpersonal skills.
• Ability to multitask and manage a high volume of requests effectively.
• Familiarity with IT support processes and best practices.
• High school diploma or equivalent; IT certifications are a plus.
• Experience working in a remote team environment is highly desirable.
• Knowledge of ITIL frameworks is advantageous.

Benefits

• Competitive annual salary of 80000 ZAR .
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance.
• Generous annual leave and company holidays.
• Opportunities for professional development and certification.
• Access to modern collaboration tools and technologies.
• Performance-based bonuses.