IT Service Desk Coordinator

Exceed HR and Recruitment; Bellville; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A South African recruitment agency is seeking an IT Service Desk Coordinator in Bellville. The role involves managing the ticket lifecycle, escalations, and scheduling for field technicians. Candidates should have a Matric or NQF equivalent and a certification or degree in a relevant field, along with 3 years of experience in a Service Desk environment. The position offers opportunities for growth in IT management.

Qualifications

• 3 years practical experience working with a Service Desk environment.
• Experience in planning and managing projects.
• 3 years’ experience in IT management or similar roles.

Responsibilities

• Manage ticket lifecycle including compliance and updates.
• Identify and escalate major incidents promptly.
• Develop and maintain schedules for field technicians.
• Communicate with third-party service providers for support.

Skills

Communication skills

Incident management

Scheduling

Project management

Education

Certification or Degree in Business Administration, IT, Communications or Project Management

Matric or NQF equivalent

Job description

IT Service Desk Coordinator – Tyger Valley / Bellville.

Duties and Responsibilities:

• Ticket Lifecycle Management:
  
  
  
  • Compliance with Ticket Standard Operating Procedure (SOP) including
  
  
  • Respond to logged tickets, and log ticket if no ticket exists.
  
  
  • Ensure tickets are classified & prioritized accurately and within specified SLA.
  
  
  • Provides regular and timely updates to all parties (internal and external) on incident statuses.
  
  
  • Ensure time entries are captured accurately, consistently, and timeously.
  
  
  • Identify incident and service request data to identify recurring issues, trends and opportunities for process or service improvement.
  
  
  • Ensure quality of communication, regular updates, and resolution meet stakeholder expectations.
  
  
  
  


• Escalations:
  
  
  
  • Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
  
  
  • Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
  
  
  • Ensure root cause analysis for major incident in the form of a Major Incident Report is completed and received for distribution and record keeping within 5 business days.
  
  
  
  


• Staff Movement and scheduling:
  
  
  
  • Develop and maintain dynamic schedules for field technicians, ensuring optimal coverage and resource allocation.
  
  
  • Monitor and analyse workload distribution among field technicians to ensure fairness.Adjust assignments as needed to balance workloads and maintain high team moral.
  
  
  • Ensure any obstacles, issues (skill/team/operational) are communicated to the Service Desk Manager for timely intervention.
  
  
  • Proactively & consistently follow up with field technicians and stakeholders to confirm schedule adherence and resolve conflicts.
  
  
  • Manage support agent availability related to Leave of absences (e.g.: Sick Leave, Annual Leave, Family Responsibility Leave), to communicate with all stakeholders, and schedule replacement support where required.
  
  
  • Communicate anticipated delays, changes or risks in schedules to all relevant parties in advance.
  
  
  
  


• Third Party management and field service scheduling:
  
  
  
  • Engage with 3rd party support for assistance including scheduling, quotes and follow up. Communicate arrangements with all stakeholders.
  
  
  • Mainain transparent and timelt communication channels with field techs, clients and internal teams.
  
  
  • Schedule Field Service support agents where required.
  
  
  • Update billing sheets for all 3rd party engagements and field service and provide to Service Desk Manager.
  
  
  
  

Requirements:

• Matric or NQF equivalent.


• Certification or Degree in Business Administration, Information Technology, Communications or Project Management or related field will be advantageous.


• 3 years practical experience working with a Service Desk environment.


• Experience in planning and managing projects.


• 3 years’ experience in IT management or similar roles.