Helpdesk Coordinator - WhatJobs Direct

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

Benefits offered by this job

Competitive salary

Hybrid work model

Health insurance

Retirement benefits

Professional development and ITCerts

Supportive team environment

Modern office facilities

Generous annual leave

Employee assistance program

Job summary

Placements24 in Benoni, Gauteng, is seeking a disciplined Helpdesk Coordinator for a hybrid role mixing office and remote work. You will manage incoming requests, assign tickets to technicians, monitor SLAs, and contribute to knowledge base improvements.

The ideal candidate has proven experience in helpdesk or IT support, strong organization and communication skills, and familiarity with ITIL practices and ticketing systems such as ServiceNow or Jira Service Management.

Qualifications

• Experience in a helpdesk, IT support, or coordination role.
• Familiarity with ITIL is a plus.
• Excellent organizational and time management skills.
• Strong communication and interpersonal skills.
• Ability to multitask in a hybrid work environment.

Responsibilities

• Receive, log, and manage all incoming helpdesk support requests via various channels.
• Assign helpdesk tickets to appropriate technicians based on skill set and workload.
• Monitor ticket progress and ensure adherence to SLAs.
• Prioritize and elevate urgent issues to management or senior technicians.
• Maintain and update the helpdesk knowledge base with solutions and troubleshooting guides.
• Generate regular reports on helpdesk performance, ticket volumes, and resolution times.
• Coordinate with other IT teams and departments to resolve complex technical issues.
• Ensure all customer interactions are handled professionally and courteously.
• Assist in the onboarding of new users, including system access and setup.
• Contribute to the improvement of helpdesk processes and procedures.

Skills

Helpdesk coordination

ITIL knowledge

Organizational skills

Communication skills

Ticketing systems

Hybrid work experience

Tools

ServiceNow

Jira Service Management

Job description

About the Role Our client is seeking an organized and efficient Helpdesk Coordinator to join their team in Benoni, Gauteng . This hybrid role offers a blend of office-based responsibilities and remote flexibility, providing a dynamic work environment. You will be responsible for managing incoming support requests, assigning tasks to the helpdesk team, and ensuring timely resolution of issues. Your primary goal will be to streamline helpdesk operations and enhance the overall customer experience. We are looking for individuals with excellent organizational skills, strong communication abilities, and a proactive approach to problem-solving. This position is crucial for maintaining smooth IT operations and ensuring that all support tickets are handled effectively. Join a company that values efficiency, teamwork, and continuous improvement in its support services. This is an excellent opportunity for someone looking to advance their career in IT support coordination.

Key Responsibilities

• Receive, log, and manage all incoming helpdesk support requests via various channels.
• Assign helpdesk tickets to appropriate technicians based on skill set and workload.
• Monitor ticket progress and ensure adherence to service level agreements (SLAs).
• Prioritize and elevate urgent issues to management or senior technicians.
• Maintain and update the helpdesk knowledge base with solutions and troubleshooting guides.
• Generate regular reports on helpdesk performance, ticket volumes, and resolution times.
• Coordinate with other IT teams and departments to resolve complex technical issues.
• Ensure all customer interactions are handled professionally and courteously.
• Assist in the onboarding of new users, including system access and setup.
• Contribute to the improvement of helpdesk processes and procedures.

Requirements

• Proven experience in a helpdesk, IT support, or coordination role.
• Familiarity with ITIL best practices is a plus.
• Excellent organizational and time management skills.
• Strong communication and interpersonal skills.
• Proficiency with helpdesk ticketing systems (e.g., ServiceNow, Jira Service Management).
• Ability to multitask and manage a high volume of requests.
• Experience working in a hybrid work environment.
• Must be able to work from the Benoni, Gauteng office for designated days.
• Problem-solving aptitude and attention to detail.
• A customer-focused approach to service delivery.

Benefits

• Competitive annual salary of R .
• Hybrid work model offering flexibility.
• Comprehensive health insurance and retirement benefits.
• Opportunities for professional development and IT certifications.
• Supportive and collaborative team environment.
• Modern office facilities.
• Generous annual leave allowance.
• Employee assistance program.