Service Desk Coordinator

7 days ago

Cape Town, South Africa Mindspring Computing Full time

**SERVICE DESK COORDINATOR JOB DESCRIPTION**

**Role**
**Responsibilities**
- Point of contact for service requests
- Triage of service requests and incidents
- Prioritisation of tickets
- Ensure users provide adequate level of information in tickets
- Monitor ticket queues
- Responsible for resolution of tickets within SLAs
- Effective and efficient escalation of service requests between L1, L2, and vendors
- Ensure technicians provide appropriate level of information related to resolution of incidents
- Responsible for co-ordinating consistent and prompt communication and delivery of service desk activities
- Co-ordination of ICT teams to ensure maximum utilisation
- Manage workload among ICT teams to ensure appropriate and effective distribution and load-balancing of work to meet SLAs
- Ensure efficient and effective updates of tickets by technicians
- Proactively communicate with users to provide updates on outstanding incidents
- Administer Change Control
- Build and maintain strong working relationships with key business users and vendors to provide a professional customer service approach
- Manage user expectations
- Improve service delivery, perception of ICT, and user satisfaction
- Work positively and communicate professionally across teams to make an effective contribution to team tasks and team spirit
- Increase productivity of ICT resources
- Assist in production of service delivery reports pertaining to resource utilisation, incident management performance, adherence to SLA, and user satisfaction
- Assist in maintaining knowledgebase and procedures
- Recommend procedure improvements to maintain continuous improvements

**Desired Skills**
- Basic knowledge of computer and operating system knowledge
- Basic knowledge of Software-as-a-Service
- Technical awareness: ability to match resources to technical issues
- Interpersonal skills (telephony, written communications, active listening)
- Process-orientated
- Customer-oriented
- Experience working with ITSM tools
- Experience working in an IT Service Management environment (ITIL, Agile, ISO 20000)
- Ability to work in team environments and independently
- Self-driven
- Positive attitude and willingness to learn

**Experience**:

- technical: 2 years (preferred)

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