IT Service Desk Coordinator

Uptime Solutions Ltd; Johannesburg; Remote; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Equipment provided

Work from home

Job summary

Uptime Solutions Ltd is seeking a full-time Service Coordinator to operate in a fully remote role from South Africa. The position involves supporting end users with high-touch, personalized technical assistance and ensuring smooth incident handling across client organizations.

You will manage the ticket board, route requests to the right engineers, monitor queues, and enforce clear ownership, notes, and timely closures.

Qualifications

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and ability to prioritize.
• Ability to thrive in a fast-paced environment and work effectively under pressure.

Responsibilities

• Monitor incoming calls and tickets and ensure they are routed to the right engineer based on skill set, workload, and availability.
• Actively manage the ticket board throughout the day, ensuring every ticket has clear ownership and a next action toward resolution.
• Monitor engineer queues and workloads to identify bottlenecks, balance work, and keep tickets moving efficiently.
• Follow up on tickets in a "waiting for" status so they don't sit untouched or lose momentum.
• Reinforce strong ticket notes, documentation, and close practices so we maintain both a clean queue and the white-glove client experience we expect.
• Account for PTO, sick time, and other availability changes, reallocating work as necessary to maintain coverage and service levels.
• Review unresolved tickets at the end of each day and identify opportunities for our overnight team to continue moving work forward.

Skills

Strong problem-solving

Excellent written & verbal comms

Time management

Thrives under pressure

Job description

Full remote - work from home

M-F, 12:00pm – 9:00pm EST (6pm - 3am SAST)

Position Overview:

We are hiring for a full-time Service Coordinator in a remote capacity. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations.

We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

What You’ll Do:

• Monitor incoming calls and tickets and ensure they are routed to the right engineer based on skill set, workload, and availability.
• Actively manage the ticket board throughout the day, ensuring every ticket has clear ownership and a next action toward resolution.
• Monitor engineer queues and workloads to identify bottlenecks, balance work, and keep tickets moving efficiently.
• Follow up on tickets in a "waiting for" status so they don't sit untouched or lose momentum.
• Reinforce strong ticket notes, documentation, and close practices so we maintain both a clean queue and the white-glove client experience we expect.
• Account for PTO, sick time, and other availability changes, reallocating work as necessary to maintain coverage and service levels.
• Review unresolved tickets at the end of each day and identify opportunities for our overnight team to continue moving work forward.

Required Qualifications:

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and ability to prioritize.
• Ability to thrive in a fast-paced environment and work effectively under pressure.

Additional Details:

• Fully remote; must be based in South Africa.
• Permanent contract - working from home, equipment provided.