Helpdesk Co-ordinator

**Gauteng**, JHB - Northern Suburbs**

**R 15 000 - R 20 000 Monthly Cost To Company**

Our client an IT Solutions company based in Fourways is seeking a highly motivated and energetic
**Helpdesk Coordinator** to join their dynamic team. This is an excellent opportunity for someone who is looking to work in a fast paced, high energy environment and wants to grow their career. This is a very employee focused company and employee happiness is extremely important to them. By committing to their employees happiness and growth they simultaneously focus on growing a success driven business. This is an in office role Monday to Friday.

In this role, you will need to provide scheduling and managing of technicians’ time as best to attend to all our clients customer maintenance agreements. You will be responsible for administration of all support tasks including end user support, license tracking, and repairs tracking.

**In order to be considered the following is required**:
The following are principal duties of the helpdesk coordinator

Represent our client in a positive and professional manner

Work with all personnel and outside contacts to satisfy clients and achieve company goals

Identify areas of improvement in the company and assist in creating and implementing solutions

Identify wasteful or inefficient practices and other unnecessary expenses

**SERVICE DELIVERY**:
**Essential Job Functions**:
***
- Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
- Manage the Help Desk staff including consultation on performance evaluations
- Provide staff support for administrative tasks
- Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
- Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with mínimal disruption to expected service levels
- Invoke problem escalation procedures to coordinate recovery
- Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through
- Coordinate training requirements of Help Desk personnel
- Contribute to departmental productivity and development objectives by participating in training programs
- Accurately communicate pertinent information. Assist in the development and implementation of quality improvement programs for assigned department(s)
- Solve problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensure that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
- Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner. Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
- Perform duties in a cost-effective manner to avoid waste of resources without jeopardising quality of care and service
- Serve as the around-the-clock contact for all related support issues, providing advanced first level technology support
- Management / coordination skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
- Demonstrated management and decision making skills concerning processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
- Ability to manage multiple high priority initiatives in a fast paced highly technical environment
- Remain on-call during off-peak hours to respond to support service issues
- Manage and coordinate repair of equipment
- Perform other duties and responsibilities as assigned by the Operations manager or senior staff

**Responsibilities**:
The helpdesk coordinator is responsible for ensuring that:

- All of the duties of the helpdesk coordinator are completed as per the job description

**REPORTING RELATIONSHIP**:
The helpdesk coordinator reports to the Operations Manager as assigned by the Head of Operations.

**QUALIFICATIONS**:
Strong Communication Skills

Troubleshooting Skills and technical aptitude.

**MEASURES OF PERFORMANCE**:
The following will be used to evaluate the performance of the helpdesk coordinator:
As detailed and discussed in the company’s Key Performance Index (KPI) scheme

Information displayed above not limited to advertisement.
- For more information please contact:
**Chloe Sampson