Service Desk Coordinator

Hollybank Trustees Ltd; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Social events throughout the year

Technology Loans

Long service leave

Reward and recognition awards

Lunches on All-In Office Days

Job summary

OryxAlign is seeking a Service Desk Coordinator to oversee day-to-day Service Desk operations, ensure timely incident resolution, and support a high standard of service for customers and end users. The role acts as a key coordination point across technical teams, managers, and stakeholders in a fast-moving environment.

The successful candidate will guide the team, contribute to performance development, and drive service improvements while maintaining records and adherence to processes.

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.

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.

Skills

Customer service

Multi-priority

Communication

Decision making

Collaboration

Coaching

Attention to detail

Job description

Location: On site / Bellville, Cape Town, South Africa
job type: Permanent / Full-time
Sector and subsector: IT | Support & Infrastructure
Salary: Negotiable salary

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
• Long service leave
• Reward and recognition awards
• Lunches on All-In Office Days

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.