Service Desk Coordinator - SLA-Driven Support

Oryxalign Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Leave entitlement

Medical aid allowance

Retirement annuity

Social events

Technology loans

Wellbeing initiatives

Long service leave

Recognition awards

Lunches

Job summary

OryxAlign Limited in Cape Town is seeking a Service Desk Coordinator to oversee day-to-day Service Desk operations, support timely incident and service request resolution, and maintain high customer satisfaction. This role coordinates across technical teams, managers, and stakeholders to balance service quality with responsiveness.

The position supports performance and development within a collaborative, service-oriented culture and is based in our Cape Town office with a focus on continuous

Qualifications

• Strong customer service orientation and focus on end-user experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Clear communication with technical and non-technical stakeholders.
• Sound judgment in handling service issues and escalation.
• Collaborative approach across teams to meet shared goals.
• Support team performance with coaching and guidance.
• Attention to detail in reporting and documentation.

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 escalate appropriately.
• Work 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.
• Coach and support Service Desk team members through guidance and day-to-day coordination.
• Identify opportunities to improve processes and operational efficiency across the Service Desk.
• Maintain accurate records, reporting, and process adherence.

Skills

Customer service

Multitasking

Communication

Decision making

Collaboration

Coaching

Reporting

Tools

ITSM

Job description

OryxAlign Limited in Cape Town is seeking a Service Desk Coordinator to oversee day-to-day Service Desk operations, support timely incident and service request resolution, and maintain high customer satisfaction. This role coordinates across technical teams, managers, and stakeholders to balance service quality with responsiveness.

The position supports performance and development within a collaborative, service-oriented culture and is based in our Cape Town office with a focus on continuous