Service Desk Coordinator

Main purpose of the role:
The Service Desk Co-Ordinator is responsible for monitoring all procedures related to the identification, prioritization, and efficient resolution of incidents, which may include the monitoring tracking and co ordination of the the company Service Desk functions. Key focus areas of the Service Desk Co-Ordinator include, but is not limited to ticket lifecycle management, managing escalations, staff movement and scheduling, third party management and field support scheduling.

**Responsibilities**:
The primary tasks, functions and deliverables of the role include, but are not limited to: - Ticket Lifecycle Management: Compliance with Ticket Standard Operating Procedure (SOP) including: o Respond to logged tickets, and log ticket if no ticket exists. o Ensure tickets are classified & prioritized accurately and within specified SLA. o Provides regular and timely updates to all parties (internal and external) on incident statuses. o Ensure time entries are captured accurately, consistently, and timeously. o Identify incident and service request data to identify recurring issues, trends and opportunities for process or service improvement. o 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. o Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly). o 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. o Monitor and analyse workload distribution among field technicians to ensure fairness.Adjust assignments as needed to balance workloads and maintain high team moral. o Ensure any obstacles, issues (skill/team/operational) are communicated to the Service Desk Manager for timely intervention. o Proactively & consistently follow up with field technicians and stakeholders to confirm schedule adherence and resolve conflicts. o 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. o Communicate anticipateed 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. o Mainain transparent and timelt communication channels with field techs, clients and internal teams. o Schedule Field Service support agents where required. o Update billing sheets for all 3rd party engagements and field service and provide to Service Desk Manager.

Education and Experience 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.

Skills and Competencies:
The abilities that the individual needs to perform this role effectively:

- Strong interpersonal & leadership skills. - Excellent decision-making skills. - Ability to analyse and resolve problems. - Fluent verbal and written English communication skills. - Professional and confident communicator. - Effective listening skills. - Dynamic and high energy levels. - Good follow-up skills. - Be patient, tactful, diplomatic, and approachable. - Ability to work under pressure and meet deadlines. - Work accurately, meticulous, and high attention to detail. - Excellent organizational, planning and time management skills. - Ability to multitask and prioritize. - Strong administration skills - Enjoy working in a team, but also can work independently. - Technical knowhow an advantage.

Pay: Up to R16 000,00 per month

Work Location: In person