Support Desk Coordinator

1 week ago


Rosebank, South Africa Believe Resourcing Full time

**About our client**:
One of the top IT companies in South Africa, where innovation seamlessly intersects with reliability. Established in 1995, our client has consistently led the charge in delivering exceptional IT Support and Services across diverse business sectors in South Africa.

**About the role**:
They aim for 100% no tickets breached, and the Support Desk Coordinator is responsible for overseeing the Technicians - be it a first line technician, 2nd Tier or 3rd Tier technician, which handles servers and networks.

Package: R15,000 to R18,000 depending on experience.

**Responsibilities**:

- Coordinating and prioritising service tickets and manage them through to completion of the ticket.
- Provide continuous status information to ensure customer satisfaction.
- Initiate customer contact escalates to appropriate parties and resolve incidents.
- Follow up with technical staff and maintain a good working relationship with them
- Make sure tickets are closed within SLA
- Maintain Maintenance schedules for Customers
- Keeping customers up to date on call status
- Customer service: Maintain a good relationship with clients
- Assist with all customer queries
- Follow up and review completed tickets.

**Skills and Qualifications**
- Min 6 years’ experience in IT industry as well as experience on the Support Desk.
- Computer Skills
- Good communication Skills
- Ticketing system knowledge
- Customer Service training
- Good reporting skills
- Good organising skills with the ability to manage the tech team’s diaries based on the tickets.



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