Incident & Call Coordinator – SLA-Driven Service Desk

University of Fort Hare; Midrand; On-site; ZAR 180,000 - 260,000; Full time

Job summary

University of Fort Hare is seeking a Call or Incident Coordinator to be based full time at our Midrand offices. The role involves managing incidents and requests from initiation to completion, ensuring clear communication to all parties, driving results, and maintaining a customer-focused approach.

Strong understanding of hardware breakfix processes and strict SLA adherence are required. The successful candidate will coordinate multiple tasks in a fast-paced environment, handle data entry and

Qualifications

• Matric & ITIL Foundation.
• Relevant IT qualifications pertaining to the customer service industry.
• 2+ years’ experience in a service desk role.
• Proficient in English and data entry.

Responsibilities

• Understand ordering and tracking of parts.
• Understand Engineer scheduling processes.
• Knowledge of parts shipping procedures and systems.
• Contribute to positive customer satisfaction.
• Manage incidents and requests to meet SLAs.
• Communicate effectively with customers and internal teams.
• Act as SPOC for users and coordinate closure of incidents.
• Ensure all IT incidents are logged and updated promptly.

Skills

Customer service

Verbal communication

MS Office

Data entry

Education

Matric

ITIL Foundation

IT qualifications related to customer service

Tools

Microsoft Office

Job description

University of Fort Hare is seeking a Call or Incident Coordinator to be based full time at our Midrand offices. The role involves managing incidents and requests from initiation to completion, ensuring clear communication to all parties, driving results, and maintaining a customer-focused approach.

Strong understanding of hardware breakfix processes and strict SLA adherence are required. The successful candidate will coordinate multiple tasks in a fast-paced environment, handle data entry and