Service Desk Co-Ordinator

Believe Resourcing; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading recruitment agency is seeking a highly organised Service Desk Coordinator in Cape Town to oversee operations and ensure a high standard of client service. The ideal candidate should have 2-3 years of experience in IT support and possess strong communication and problem-solving skills. This permanent role offers a competitive salary of R25,000 – R35,000 per month and includes perks such as medical aid, overtime, and opportunities for international travel.

Benefits

Loyalty-based medical aid and retirement annuity

Overtime

Socials and Friday lunches

International travel opportunities for top performers

Profit share for high achievers

Qualifications

• 2–3 years experience in an IT Service Desk or support environment.
• Strong understanding of Service Desk processes, SLAs and ticketing workflows.
• Excellent communication skills (written and verbal).

Responsibilities

• Oversee daily Service Desk operations and ensure balanced workloads.
• Monitor all support channels to ensure requests are captured and actioned.
• Track SLA performance, response/resolution times and queue health.

Skills

IT Service Desk experience

Communication skills

Organisational skills

Problem-solving

Job description

Service Desk Coordinator
Location: Century City, Cape Town
Salary: R25 000 – R35 000 per month
Employment Type: Permanent
Start Date: ASAP

About the Role

Our client is seeking a highly organised Service Desk Manager to oversee Service Desk operations, drive high service standards, and ensure exceptional client experience. This role is central to smooth ticket flow, strong communication, and efficient coordination across the support team.

Key Responsibilities

• Oversee daily Service Desk operations and ensure balanced workloads
• Monitor all support channels to ensure requests are captured and actioned
• Ensure tickets are logged, prioritised, assigned, updated, and resolved within SLAs
• Maintain proactive client communication across phone, email, WhatsApp and ticketing systems
• Manage incident logging, escalation, tracking and documentation
• Coordinate with engineers, project teams and third-party vendors
• Maintain SOPs, knowledge base articles and documentation
• Track SLA performance, response/resolution times and queue health
• Prepare weekly KPI and performance reports
• Identify recurring issues and recommend process improvements

Requirements

• 2–3 years experience in an IT Service Desk or support environment
• Strong understanding of Service Desk processes, SLAs and ticketing workflows
• Excellent communication skills (written and verbal)
• Experience managing ticket queues within an ITSM/ticketing system
• Strong organisational and coordination skills
• Familiarity with basic IT systems, software, networking and remote support tools
• Experience handling client communication and managing expectations
• Ability to track, document and report on Service Desk activity
• Strong problem-solving and analytical thinking

Core Competencies

• High reliability and follow-through
• Strong customer focus
• Clear communication
• Resilience under pressure
• Organised and detail-oriented
• Proactive and solutions-driven
• Strong teamwork and collaboration
• Professionalism, integrity and initiative

Perks

• Loyalty-based medical aid and retirement annuity
• Overtime
• Socials and Friday lunches
• International travel opportunities for top performers
• Profit share for high achievers