Service Desk Co-ordinator

6 months ago

Johannesburg, South Africa Upngo Accounting & Bookkeeping Full time

**Main Job Purpose**

As a Service Desk Co-ordinator, you'll be responsible for the smooth running of our support desk. The Co-ordinator will deal with customers on an escalation basis and is accountable for the management of the Service Desk and any associated vendors. The Service Desk Co-ordinator will provide information to other key Stakeholder areas e.g. Business Partnering teams to enable them to report on service performance to their customers.

**Minimum Desired Qualifications**
- National Senior Certificate (Grade 12)
- Minimum of ITIL V3
- National diploma / Bachelor’s degree in Information Technology, Computer Science, or related field.

**Minimum Desired Experience**
- Minimum 5 years’ experience in a service desk or helpdesk environment, preferably in a coordinating or supervisory role.
- Strong organisational and time management skills.
- Excellent communication and interpersonal abilities.
- Must have knowledge of ITIL best practices.

**Minimum Desired Competencies**
- Exceptional communication skills
- Excellent administrative skills are critical
- Active listening - ability to understand requirements
- Ability to communicate in English
- Proactive problem solver
- Ability to work independently & a positive team player
- Self-motivated - Ability to lead and positively influence others
- Conducts self professionally, exhibits high levels of tolerance and patience
- Responsible for continued learning and self-development
- High affinity for attention to detail
- Strong time keeping and multitasking skills
- Team player
- Good time keeping

RESPONSIBILITIES AND ACCOUNTABILITY

**1. Service Desk Coordination**:

- Oversee the operations of the service desk, ensuring 24/7 coverage, 365 days a year.
- Coordinate the activities of 4 Service Desk Agents to handle all incoming calls and tickets promptly and efficiently.
- Monitor service desk performance and adjust staffing levels as needed to maintain optimal service levels.

**2. Call Management**:

- Ensure all customer calls are routed to the service desk, and Agents manage each call from initiation to resolution.
- Implement and enforce protocols for call prioritisation and escalation.

**3. Issue Management**:

- Proactively identify and address potential breaches in service level agreements (SLAs).
- Manage and resolve escalated issues, ensuring timely resolution and customer satisfaction.

**4. Reporting and Analysis**:

- Generate regular reports on service desk performance, including call volumes, response times, and ticket resolution rates.
- Analyse data to identify trends, areas for improvement, and opportunities for optimisation

**5. Escalation Management**:

- Act as a point of escalation for complex issues, liaising with technical teams and management to facilitate resolution.
- Ensure all escalations are handled promptly and effectively to minimise impact on customer experience.

**6. Quality Assurance**:

- Conduct quality assurance checks on service desk interactions to maintain high standards of customer service.
- Implement corrective actions and provide feedback to Service Desk Agents to improve performance.

**7. Communication**:

- Maintain open and effective communication channels with internal teams, external stakeholders, and management.
- Keep management informed of critical issues, trends, and performance metrics.

**8. Process Improvement**:

- Identify opportunities to streamline service desk processes and improve efficiency.
- Collaborate with stakeholders to implement process improvements and best practices.

**NOTE**

**Salary**: R16 600,00 - R37 200,00 per month

Ability to Commute:

- Johannesburg, Gauteng (required)

Ability to Relocate:

- Johannesburg, Gauteng: Relocate before starting work (required)

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