IT Helpdesk Coordinator: SLA-Driven Ops Lead

HRCorp - Precision Recruitment; Johannesburg; Presencial; ZAR 167.000 - 223.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Ticketing systems

SLA management

Client communication

Reporting

Educación

Matric

IT/administrative qualification

Herramientas

MS Office

Ticketing software

Descripción del empleo

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.