Service Desk Coordinator

7 days ago

Cape Town, South Africa Scale Shore Consulting Full time

Thank you for your interest.

We're looking for a proactive and organised Service Desk Coordinator to join our team, helping to deliver fast, reliable support to our broadband customers and ensure smooth day-to-day service operations.

Essential Requirements:

- Experience in a service desk, NOC support, or customer support coordination role within the telecoms, ISP, or broadband sector.
- Strong understanding of incident management, including logging, triaging, and tracking faults through to resolution.
- Familiarity with UK broadband technologies (e.g. FTTP, FTTC, leased lines, Ethernet circuits, VoIP).
- Knowledge of ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, or bespoke telecom CRM platforms).
- Excellent communication skills — able to liaise professionally with business and residential customers, internal teams, and third-party network providers.
- Skilled in coordinating engineering visits, managing supplier updates (e.g. Openreach), and tracking SLAs.
- Strong administrative and organisational skills — ensuring accurate documentation and updates across systems.
- Ability to remain calm and effective under pressure, especially during service outages or critical incidents.

Desirable:

- Experience working with UK network infrastructure providers (e.g., Openreach, CityFibre, Virgin Media Business).
- Understanding of basic network diagnostics (ping, traceroute, router reboot procedures).
- ITIL Foundation or exposure to ITIL-based environments.
- Previous experience in 24/7 or shift-based support operations.
- Experience supporting B2B clients, including SLAs and premium support tiers.

Pay: R14 000,00 - R15 000,00 per month

Work Location: In person

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