Remote Helpdesk Coordinator: SLA-Driven Support

Placements24; Polokwane; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Connectivity allowance

Health coverage

IT training & certifications

Flexible hours

Job summary

Placements24 is seeking a Remote Helpdesk Coordinator to support clients remotely, including those in Polokwane. You will coordinate helpdesk activities, triage tickets, and guide junior staff to ensure timely resolutions.

Responsibilities include prioritizing requests, assigning tickets, providing remote assistance, and maintaining the knowledge base. Strong communication and problem-solving are essential for a distributed remote team.

Qualifications

• Proven experience in a helpdesk or technical support role.
• Strong IT support knowledge and best practices.
• Excellent organizational and time-management skills.
• Familiarity with ticketing systems and remote tools.
• Exceptional communication and problem-solving skills for remote interactions.
• Experience coordinating support activities or managing a small team is a plus.

Responsibilities

• Manage and prioritize incoming helpdesk tickets and service requests remotely.
• Assign tickets to appropriate support staff and monitor resolution progress.
• Provide technical assistance and troubleshooting for users via phone and remote tools.
• Maintain and update the helpdesk knowledge base with solutions and procedures.
• Generate reports on helpdesk performance metrics and user feedback.
• Ensure adherence to service level agreements (SLAs) for all support requests.

Skills

Helpdesk experience

Remote work

IT support

Ticketing systems

Remote tools

Team coordination

Tools

Helpdesk software

Remote access tools

Job description

Placements24 is seeking a Remote Helpdesk Coordinator to support clients remotely, including those in Polokwane. You will coordinate helpdesk activities, triage tickets, and guide junior staff to ensure timely resolutions.

Responsibilities include prioritizing requests, assigning tickets, providing remote assistance, and maintaining the knowledge base. Strong communication and problem-solving are essential for a distributed remote team.