Service Desk Coordinator - Incident & Service Delivery Lead

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

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.