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IT Service Desk Coordinator

2 months ago

Johannesburg, Gauteng, South Africa Capital Recruit Full time
Position Overview

We are seeking a dedicated and experienced IT Service Desk Coordinator to join our Operations Division. The primary role of the Service Desk Coordinator is to act as the first point of contact for our clients, efficiently managing and delegating support tickets to technical staff, ensuring these tickets are resolved within agreed service level agreements (SLAs). This role is pivotal in maintaining customer satisfaction and operational excellence.

Key Responsibilities
  • Ticket Management: Receive calls and inquiries from clients, accurately document the issue, and create a support ticket in the system. Delegate the ticket to the appropriate technician based on the nature of the issue.
  • Follow-up and Coordination: Monitor the progress of tickets and ensure they are handled within the timeline. Keep technicians on track to prevent SLA breaches.
  • Customer Communication: Update customers on their issue's status, escalate matters when necessary, and ensure incidents are resolved to the customer's satisfaction.
  • Relationship Management: Maintain positive working relationships with technical staff and customers, ensuring continuous communication and satisfaction.
  • Maintenance Schedules: Oversee and maintain customer maintenance schedules.
  • Quality Control: Regularly follow up and review completed tickets to ensure quality service delivery.
  • Reporting: Maintain accurate records and reports on ticket handling, resolution statistics (% SLA met for various priorities), and customer feedback.
Key Performance Indicators (KPIs)
  • Efficient coordination and prioritization of service tickets.
  • No tickets breached, all closed within SLA.
  • Continuous provision of status information to customers for satisfaction.
  • Maintaining high levels of SLA achievements across all priority levels.
  • Effective management of customer maintenance schedules.
  • Maintaining excellent customer service and relationships.
Skills and Qualifications
  • Minimum 6 years of experience in the IT industry, with substantial experience on a Support Desk.
  • Familiarity with computer skills and ticketing systems.
  • Excellent communication skills, both verbal and written.
  • Proven customer service training and skills.
  • Strong reporting and organizational skills, capable of managing technical team schedules according to ticket priorities.
Salary and Benefits

The estimated salary range for this position is R15,000 - R18,000 per month, depending on experience. This competitive compensation package includes a comprehensive benefits program.