IT Helpdesk Coordinator – Roodepoort, Johannesburg

HRCorp - Precision Recruitment; Johannesburg; On-site; ZAR 167,000 - 223,000; Full time

Job summary

HRCorp in Roodepoort is seeking a Helpdesk Coordinator to streamline ticket flow, assign tasks to technicians, and ensure SLA compliance. You will interact with clients, manage daily scheduling of field calls, and provide accurate reporting to IT management.

Ideal candidates will have strong experience in helpdesk coordination, solid Excel skills, and excellent communication. This is a full-time, office-based role reporting to IT management.

Qualifications

• Experience in helpdesk or service desk coordination roles.
• Strong knowledge of ticketing and SLA management processes.
• Excellent client-facing communication skills, both written and spoken.

Responsibilities

• Manage incoming tickets and allocate to technicians based on type and skill.
• Acknowledge client requests within 15 minutes and track SLA compliance.
• Report on ticket closure accuracy and escalate delays as needed.
• Schedule daily field technician call-outs and site visits with clients.
• Prepare and review weekly helpdesk reports and trends for management.
• Coordinate with Cape Town and other branches for alignment and communication.
• Maintain knowledge base and escalation matrix up to date.
• Oversee billing-related communications for remote and on-site calls.

Skills

Ticketing systems

SLA management

Client communication

Reporting

Education

Matric

IT/administrative qualification

Tools

MS Office

Ticketing software

Job description

Location: Roodepoort, Johannesburg (West Rand) Salary: R15,000 – R20,000 per month depending on experience Job Type: Full-time; office-based, reports to IT management

Overview An established IT and technology services company with branches in Johannesburg and Cape Town is looking for a Helpdesk Coordinator to run the heartbeat of its support desk in Roodepoort. You will own the flow of every client request — from the moment a ticket lands to the courtesy call after the job is closed — making sure the right technician gets the right job, SLAs are met, field call-outs are scheduled properly, and management has clear, accurate reporting on what the team delivers.

Key Responsibilities

Daily Helpdesk Operations

• Create, review and allocate incoming tickets to technicians based on query type and skill set
• Acknowledge all client requests within 15 minutes
• Track response and resolution times to ensure SLA compliance, following the escalation procedure where necessary
• Follow up on pending tickets and escalates delays to senior IT staff
• Verify closure summaries and ticket notes for accuracy; report negligence, issues or patterns in ticket closure
• Attend daily morning stand-ups to discuss workloads and issues
• Produce a daily statistics report for directors and management on technician closures and work completed

Field Technician Scheduling & Client Communication

• Allocate and schedule daily call-outs, future-dated field technician calls and site visits
• Make courtesy calls on all job cards and call-outs, escalating feedback where necessary
• Manage client communication and expectations on deals, installations and call-out timeframes, including difficult clients and complex queries
• Check site job cards and elevate issues to management
• Coordinate billable calls with the accounts team for scheduling and invoicing

Weekly Coordination & Reporting

• Review all open and overdue tickets by Friday
• Compile a weekly helpdesk report on patterns and recurring issues that need to be addressed
• Coordinate and check in with the Cape Town branch
• Follow up on client satisfaction and unresolved queries
• Keep the helpdesk knowledge base and escalation matrix up to date
• Oversee project communication and scheduling with clients
• Produce a weekly report of remote and on-site calls to be billed
• Identify team shortcomings, growth opportunities and process improvements that lift performance and client satisfaction (e.g. better protocols for quotes requested on job cards)

Monthly Reporting & Performance

• Prepare the monthly helpdesk report and analyse SLA compliance trends
• Support technician performance reviews and report on team growth, recognition and improvement needs
• Conduct internal reviews of ticket categories and workflow
• Review escalation and call-response performance metrics
• Attend management (Manco) meetings and take minutes for team coordination with the Cape Town branch

How Performance Is Measured

• Ticket logging accuracy
• SLA compliance and minimised average response time
• Escalation response within 1 hour
• Client satisfaction reporting
• On-time completion of weekly and monthly reports

Requirements

• Previous experience as a helpdesk/service desk coordinator, dispatcher or IT support administrator, ideally within an IT, MSP or telecoms services company
• Working knowledge of ticketing/helpdesk systems and SLA management
• Experience scheduling field technicians and call-outs
• Strong reporting skills (Excel / MS Office)
• Excellent client-facing communication skills, telephonically and in writing
• Matric essential; IT or administrative qualification advantageous

Culture Fit

Highly organised and detail-driven; calm and professional with demanding clients; takes ownership of a ticket until it is genuinely resolved, not just closed; comfortable holding technicians accountable while supporting the team's growth; always looking for a better way to run the process.