SLA-Driven Service Desk Coordinator: Lead & Deliver

OryxAlign; Bellville; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Competitive salary

Training & development

15 days leave + volunteer day

Medical aid allowance

Retirement annuity 4% employer contrib

Social events

Technology loans

Wellbeing initiatives

Long service leave

Rewards & recognition

Office lunches

Job summary

OryxAlign in Bellville, Western Cape, is looking for a Service Desk Coordinator to oversee day-to-day Service Desk operations, support timely incident and service request resolution, and maintain high service standards for customers and end users.

You will coordinate across technical teams, managers and stakeholders, balance service quality with responsiveness, coach team members, and contribute to process improvements and accurate reporting to ensure consistent service delivery.

Qualifications

• Customer service orientation with emphasis on reliable end-user experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Clear communication with both technical and non-technical stakeholders.
• Sound operational judgment in handling service issues and escalating appropriately.
• Collaborative, cross-team working style.
• Coaching and supporting team performance.
• Detail-oriented with reporting and process adherence.

Responsibilities

• Coordinate daily Service Desk activities to meet SLA commitments.
• Act as first escalation point for service issues and escalate when needed.
• Collaborate with technical teams, managers, and stakeholders to optimize resources.
• Monitor service performance, reporting, and workflow to support quality.
• Coach and support Service Desk team members through guidance and coordination.
• Identify opportunities to improve processes, service delivery and efficiency.
• Maintain accurate records and ensure process adherence.

Skills

Customer service orientation

Multi-priority management

Clear communication

Operational judgment

Collaborative approach

Performance coaching

Attention to detail

Job description

OryxAlign in Bellville, Western Cape, is looking for a Service Desk Coordinator to oversee day-to-day Service Desk operations, support timely incident and service request resolution, and maintain high service standards for customers and end users.

You will coordinate across technical teams, managers and stakeholders, balance service quality with responsiveness, coach team members, and contribute to process improvements and accurate reporting to ensure consistent service delivery.