Service Desk Coordinator

OryxAlign; Bellville; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Leave entitlement

Medical aid

Retirement annuity

Social events

Technology loans

Wellbeing initiatives

Long service leave

Recognition awards

Lunches on office days

Job summary

OryxAlign in South Africa is seeking a Service Desk Coordinator to oversee day-to-day Service Desk operations, ensuring incidents and service requests are resolved within SLA commitments and coordinating across technical teams and stakeholders.

You will coach and support Service Desk staff, monitor performance, and drive process improvements to maintain service excellence in a fast-paced environment, contributing to a collaborative, accountable culture.

Qualifications

• Experience in a Service Desk or IT support environment.
• Experience coordinating workflows, service requests, or incident management.
• Experience coaching team performance or informal people leadership is preferred.
• Familiarity with SLA-driven service environments and service management processes is preferred.

Responsibilities

• Coordinate daily Service Desk activities to ensure incidents and service requests are progressed and resolved within SLA commitments.
• Act as the first point of escalation for service issues and assist in resolving operational challenges.
• Collaborate with technical teams, managers, and stakeholders to optimise resources and maintain service continuity.
• Monitor service performance, reporting, and workflow to support service quality and customer satisfaction.
• Coach and support Service Desk team members with regular guidance and performance feedback.
• Identify opportunities to improve processes, service delivery, and operational efficiency across the Service Desk.
• Maintain accurate records, reporting, and process adherence to ensure consistent service execution.

Skills

Customer service

Multi-tasking

Communication

Judgment

Collaboration

Coaching

Attention to detail

Job description

Managed Services Provider with a well-established and growing brand and client base. The company has invested significantly in its people and business infrastructure over this period and continues to do so, we now employ more than one hundred staff in our UK, Cape Town, and Manila offices.

OryxAlign's business model is based on three core elements: delivering an excellent service; client intimacy to develop trusted partnerships with a broad client base; and high levels of operational efficiency. In order to maintain relevance as a Managed Services Provider in an evolving market, we continue to make significant strides in all three areas. To support the company in its journey, we require the right talent, which we will reciprocally invest in.

Role Overview

We are seeking a Service Desk Coordinator to oversee day-to-day Service Desk operations, support timely incident and service request resolution, and help maintain a high standard of service for customers and end users. This role serves as a key coordination point across technical teams, managers, and stakeholders, balancing service quality, responsiveness, and operational follow‑through in a fast‑moving environment. The Service Desk Coordinator also provides team guidance, supports performance and development, and contributes to a collaborative, accountable, service‑oriented culture.

Key Responsibilities

• Coordinate daily Service Desk activities to ensure incidents and service requests are progressed and resolved within SLA commitments
• Act as the first point of escalation for service issues, helping resolve operational challenges and escalating appropriately when needed
• Work closely with technical teams, managers, and stakeholders to optimise resource utilisation and maintain service continuity
• Monitor service performance, reporting, and workflow activity to support service quality and customer satisfaction
• Coach and support Service Desk team members through regular guidance, performance feedback, and day‑to‑day coordination
• Identify opportunities to improve processes, service delivery, and operational efficiency across the Service Desk
• Maintain accurate records, reporting, and process adherence to support consistent service execution

Required Skills & Experience

• Strong customer service orientation with a focus on delivering a reliable, positive end‑user experience
• Ability to manage multiple priorities, coordinate competing demands, and keep work moving in a fast‑paced environment
• Clear communication skills for working with both technical and non‑technical stakeholders
• Sound judgment in handling service issues, making operational decisions, and escalating appropriately
• Collaborative approach to working across teams and supporting shared service goals
• Ability to support team performance, provide coaching, and contribute to a culture of accountability and service excellence
• Attention to detail in reporting, documentation, and process follow‑through

Desirable Skills & Qualifications

• Experience in a Service Desk, IT support, or service operations environment
• Prior experience coordinating workflows, service requests, or incident management activities
• Experience supporting team performance, coaching, or informal people leadership is preferred
• Familiarity with SLA‑driven service environments and service management processes is preferred

What OryxAlign Offers

Along with competitive salary and training and development you will receive leave entitlement of 15 days plus one volunteer day, medical aid allowance, retirement annuity allowance with - 4% employer contribution.

Other benefits include:

• Social events throughout the year
• Technology Loans
• Wellbeing initiatives
• Long service leave
• Reward and recognition awards
• Lunches on All‑In Office Days

Equal Opportunities

OryxAlign is an equal opportunity employer who are committed to creating an inclusive environment for all employees. In accordance with the Employment Equity Act of South Africa, we actively promote diversity and the fair treatment of all individuals, regardless of race, gender, disability, age, religion, sexual orientation, or any other characteristic protected by law. We encourage applications from candidates who will contribute to the diversity of our team, especially those from historically disadvantaged groups.