IT Service Desk Coordinator

7 days ago

Bellville, South Africa Exceed HR and Recruitment Full time

**Job Overview**:
**Application Deadline**: 13 November 2025**Job Location**: Bellville, Western Cape**Job Title**: IT Service Desk Coordinator**Education Level**: Certificate**Job Level**: Intermediate**Minimum Experience**: 3 - 5 Years

**IT Service Desk Coordinator - Tyger Valley / Bellville.**:
**Duties and Responsibilities**:

- Ticket Lifecycle Management:

- Compliance with Ticket Standard Operating Procedure (SOP) including
- Respond to logged tickets, and log ticket if no ticket exists.
- Ensure tickets are classified & prioritized accurately and within specified SLA.
- Provides regular and timely updates to all parties (internal and external) on incident statuses.
- Ensure time entries are captured accurately, consistently, and timeously.
- Identify incident and service request data to identify recurring issues, trends and opportunities for process or service improvement.
- Ensure quality of communication, regular updates, and resolution meet stakeholder expectations.
- Escalations:

- Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
- Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
- Ensure root cause analysis for major incident in the form of a Major Incident Report is completed and received for distribution and record keeping within 5 business days.
- Staff Movement and scheduling:

- Develop and maintain dynamic schedules for field technicians, ensuring optimal coverage and resource allocation.
- Monitor and analyse workload distribution among field technicians to ensure fairness.Adjust assignments as needed to balance workloads and maintain high team moral.
- Ensure any obstacles, issues (skill/team/operational) are communicated to the Service Desk Manager for timely intervention.
- Proactively & consistently follow up with field technicians and stakeholders to confirm schedule adherence and resolve conflicts.
- Manage support agent availability related to Leave of absences (e.g.: Sick Leave, Annual Leave, Family Responsibility Leave), to communicate with all stakeholders, and schedule replacement support where required.
- Communicate anticipated delays, changes or risks in schedules to all relevant parties in advance.
- Third Party management and field service scheduling:

- Engage with 3rd party support for assistance including scheduling, quotes and follow up. Communicate arrangements with all stakeholders.
- Mainain transparent and timelt communication channels with field techs, clients and internal teams.
- Schedule Field Service support agents where required.
- Update billing sheets for all 3rd party engagements and field service and provide to Service Desk Manager.

**Requirements**:

- Matric or NQF equivalent.
- Certification or Degree in Business Administration, Information Technology, Communications or Project Management or related field will be advantageous.
- 3 years practical experience working with a Service Desk environment.
- Experience in planning and managing projects.
- 3 years’ experience in IT management or similar roles.

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