Service Desk Coordinator

A small IT business, that's been around a long time — taking steps towards resetting what we do, why we do it and how we evolve — our people, our services and our clients. Whilst we are learning as we go, we are currently looking for someone who matches our desire for change. What is the role? This is a full-time on-site role in Cape Town for a Service Desk Coordinator. The ideal candidate plays a pivotal role in ensuring seamless service delivery through professional client communication, efficient task allocation, and proactive schedule management. Acting as the first point of contact for both clients and internal teams, the SDC enhances service excellence by managing job flow, coordinating technician activities, monitoring progress, and ensuring updates are communicated promptly. This role is significant in providing the glue between internal operations and customer satisfaction, driven by service excellence. What will you be doing? Client Communications Respond promptly and professionally to client communications via phone, email, and WhatsApp Record clear, concise summaries of client requests within the ticketing system Maintain a professional and client‑focused tone across all platforms Job Management Accurately log client issues into the support system Assign tickets to appropriate technicians based on technical requirements, severity level and client impact Monitor progress and ensure regular updates are maintained Escalate issues related to unattended jobs, SLA breaches, or dependency delays Scheduling and Coordination Schedule technician site visits, remote support sessions, collections/deliveries, and project appointments Communicate job changes, new assignments, and time‑sensitive updates to technicians and fellow SDCs Ensure accurate coordination of technician workloads Stock & Equipment Coordination Collaborate with procurement, reception, and technical teams to facilitate stock movements and ensure availability of tools and materials Notify technicians upon arrival of required stock or replacement items Monitoring and Follow‑up Actively monitor jobs for delays, incomplete information, reschedules, or awaiting third‑party input Keep clients and internal staff informed of progress or changes Alert the Technical Manager or Account Manager to recurring issues or unusual patterns Track in‑house repair and warranty queues Organize job cards and documentation for workshop staff Prioritize tasks based on urgency and SLA commitments Qualifications & Experience Prior experience in a support call centre or dispatch environment advantageous Proficient in the use of email, VoIP systems, ticketing platforms, and communication tools Basic technical literacy, with an understanding of IT terms and support processes Project Planning or Management certification (or relevant working experience) Professional verbal and written communication skills What will make you a successful candidate? We understand perfection is an illusion, so you're off the hook :). We value teamwork, listening, trust, respect, reliability, and strong working relationships with staff and customers. Core attributes that will support success include: Excellent verbal and written communication skills High attention to detail with strong follow‑through on tasks Ability to multitask effectively and remain composed under pressure Organised, dependable, and professional mannerisms Strong collaboration skills with the ability to coordinate across departments Proactive client‑service mindset and positive attitude Seniority level Entry level Employment type Full‑time Industries IT Services and IT Consulting #J-18808-Ljbffr