Remote Helpdesk Coordinator: SLA-Driven Support Lead

Placements24; LegKraal Gate; Hybrid; ZAR 72,000 - 88,000; Full time

Benefits offered by this job

Fully remote work arrangement withflex

Health, dental, and vision insurance

Generous annual leave and holidays

Professional development and certs

Performance-based bonuses

Job summary

Placements24 is seeking a highly organized Helpdesk Coordinator to join a fully remote team operating across South Africa. You will manage the inbound ticketing system, prioritize tickets, monitor SLAs, and maintain our knowledge base while coordinating with IT and support staff to provide seamless user assistance.

The ideal candidate has proven helpdesk experience, excellent organizational and communication skills, and familiarity with Zendesk or ServiceNow.

Qualifications

• Proven experience as a Helpdesk Coordinator or similar role.
• Excellent organizational and time management skills.
• Strong understanding of helpdesk software and ticketing systems (Zendesk, ServiceNow).
• Proficiency in communication and interpersonal skills.
• Ability to multitask and manage a high volume of requests.
• Knowledge of ITIL frameworks is advantageous.

Responsibilities

• Manage inbound helpdesk tickets from logging to assignment.
• Prioritize and assign tickets based on urgency and expertise.
• Monitor resolution times to meet SLAs.
• Update internal knowledge base with troubleshooting guides and FAQs.
• Provide users with status updates on tickets.
• Assist onboarding and training of new helpdesk team members.
• Generate reports on helpdesk performance and trends.
• Collaborate with IT and other departments to resolve issues.

Skills

Organizational skills

Time management

Communication skills

Multitasking

IT support processes

Education

High school diploma

IT certifications (plus)

Tools

Zendesk

ServiceNow

Job description

Placements24 is seeking a highly organized Helpdesk Coordinator to join a fully remote team operating across South Africa. You will manage the inbound ticketing system, prioritize tickets, monitor SLAs, and maintain our knowledge base while coordinating with IT and support staff to provide seamless user assistance.

The ideal candidate has proven helpdesk experience, excellent organizational and communication skills, and familiarity with Zendesk or ServiceNow.