IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town

MyCareerCraft; Cape Town; On-site; ZAR 201,000 - 312,000; Full time

Job summary

MyCareerCraft in Cape Town is seeking an IT Helpdesk & SLA Coordinator / Administrator for a permanent role. You will log and manage support tickets, monitor SLAs, and coordinate engineer schedules while maintaining proactive client communication.

The role requires 1–3 years in a helpdesk/IT support environment, with an IT-related qualification preferred. You will work in a fast-paced setting, accurate billing, and a focus on process-driven service delivery.

Qualifications

• Matric/Grade 12 is essential.
• Diploma or degree in IT, Information Systems, or Business Administration (advantageous).
• 1–3 years' experience in a helpdesk, service desk, or IT support administration role.

Responsibilities

• Log and manage support tickets end-to-end in the CRM, ensuring accurate detail and timely closure.
• Monitor ticket lifecycles daily and drive 95% SLA compliance across open, pending, and escalated cases.
• Coordinate and reprioritise engineer schedules, minimising downtime and ensuring the right resources reach the right jobs.
• Maintain proactive client communication from ticket creation to resolution — managing expectations and de-escalating professionally.
• Ensure all billable work is fully documented and closed out correctly, protecting revenue and billing integrity.
• Identify bottlenecks, flag recurring issues, and report operational risks before they escalation.
• Strong CRM and ticketing system experience (Freshdesk, Zoho, ServiceNow, Autotask or similar).
• Excellent written and verbal communication skills.
• Highly organised with sharp attention to detail.
• Calm under pressure in high-volume environments.
• Solid understanding of SLA-driven support environments.
• Assertive, accountable, and process-driven mindset.

Skills

Communication skills

Organisational skills

Calm under pressure

Attention to detail

Education

Matric/Grade 12

IT-related diploma or degree

Tools

Freshdesk/Zoho/ServiceNow/Autotask

Job description

IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town

Job Openings IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town

About the job IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town

We're looking for a sharp, organised Helpdesk Administrator to be the engine behind our technical support operations. You'll be the link between clients and our engineering teams — keeping tickets moving, SLAs on track, and clients informed every step of the way.

What you'll be doing

• Log and manage support tickets end-to-end in the CRM, ensuring accurate detail and timely closure
• Monitor ticket lifecycles daily and drive 95% SLA compliance across open, pending, and escalated cases
• Coordinate and reprioritise engineer schedules, minimising downtime and ensuring the right resources reach the right jobs
• Maintain proactive client communication from ticket creation to resolution — managing expectations and de-escalating professionally
• Ensure all billable work is fully documented and closed out correctly, protecting revenue and billing integrity
• Identify bottlenecks, flag recurring issues, and report operational risks before they escalation
• Strong CRM and ticketing system experience (Freshdesk, Zoho, ServiceNow, Autotask or similar)
• Excellent written and verbal communication skills
• Highly organised with sharp attention to detail
• Calm under pressure in high-volume environments
• Solid understanding of SLA-driven support environments
• Assertive, accountable, and process-driven mindset

Qualifications & Experience

• Matric / Grade 12 (essential)
• Diploma or degree in IT, Information Systems, or Business Administration (advantageous)
• 1-3 years' experience in a helpdesk, service desk, or IT support administration role

Experience that will set you apart

• Hands-on CRM or ticketing system administration
• Exposure to billing documentation and revenue reconciliation in a support environment
• Experience coordinating technical field or engineering teams
• Familiarity with escalation procedures and SLA reporting

If you have not heard from us within 14 days, please consider your application unsuccessful

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