Call Coordinator

4 weeks ago

Johannesburg, South Africa SevenC Computing Full time

Job Purpose Call Coordinator oversees the daily operations of the service desk team at a designated branch. This role is responsible for intelligent ticket triage, efficient resource allocation, and operational coordination of a team of 3–6 service desk engineers. The Call Coordinator will also maintain direct client communication for updates and scheduling. While not hands-on in technical troubleshooting, the role requires a solid technical understanding to assess issue scope and severity for appropriate resource assignment. Key Responsibilities Queue Management: Actively monitor and manage the service desk queue by coordinating appropriate resource allocation. Ticket Coordination: Triage incoming service requests based on scope, severity, and complexity to assign the right engineering resources. Administrative Support: Manage IT procurement tasks including software licensing, vendor coordination, and client quote management. Process Guidance: Advise users on escalation procedures and service desk processes without providing technical troubleshooting. Follow-up Management: Track aging tickets and ensure engineers are progressing within SLA timeframes. Client Communication: Provide regular status updates, schedule coordination, and maintenance window communication. Vendor Coordination: Log and follow up with third-party vendors, procurement teams, and repair services as needed. Team Oversight: Monitor workload distribution and assist with capacity planning for the engineering team. Skills Development: Implement workplace skills development activities for the assigned team. Cross-Branch Support: Provide coordination support to other branches when required to ensure service continuity. Escalation Management: Coordinate escalations to senior technical teams and management while maintaining workflow oversight. SLA Monitoring: Track SLA adherence and proactively alert management to potential breaches. Required Qualifications 2–4 years’ experience in a service desk or IT support environment with coordination responsibilities. Strong understanding of IT infrastructure and common technical issues (sufficient for intelligent triage and vendor communication). Experience with ITSM platforms (e.g., Atera, Service Now, Fresh Service). Excellent communication skills for client interaction, vendor coordination, and team oversight. Proven ability to manage multiple concurrent workstreams without direct technical involvement. Strong organizational skills and experience with administrative and procurement processes. Ability to work under pressure while maintaining service quality and team coordination. Understanding of SLA requirements, escalation procedures, and workflow management. Customer service experience focused on coordination rather than technical resolution. Matric / Grade 12 minimum education. Recommended Qualifications ITIL Foundation certification. Previous experience in team coordination or supervisory roles (non-technical focus preferred). Experience in a Managed Services Provider (MSP) or multi-client environment. Basic procurement and vendor management experience. Client relations or customer service experience with escalation handling. Familiarity with software licensing and IT procurement processes. Key Performance Indicators Queue Health Management: Maintain queue aging targets –

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