Hybrid Helpdesk Coordinator | IT Support & SLA Champion

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

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.