Service Desk Coordinator

Who are we?

A small IT business, that's been around a long time - taking steps towards resetting what we do, why we do it and how we evolve - our people, our services and our clients. Whilst we are learning as we go, we are currently looking for someone who matches our desire for change.

What is the role?

This is a full-time on-site role in Cape Town for a Service Desk Coordinator.
The ideal candidate plays a pivotal role in ensuring seamless service delivery through professional client communication, efficient task allocation, and proactive schedule management. Acting as the first point of contact for both clients and internal teams, the SDC enhances service excellence by managing job flow, coordinating technician activities, monitoring progress, and ensuring updates are communicated promptly. This role is significant in providing the glue between internal operations and customer satisfaction, driven by service excellence.

What will you be doing?

Client Communications

• Respond promptly and professionally to client communications via phone, email, and WhatsApp
• Record clear, concise summaries of client requests within the ticketing system
• Maintain a professional and client-focused tone across all platforms

Job Management

• Accurately log client issues into the support system
• Assign tickets to appropriate technicians based on:

Technical requirements

Resource availability

Severity level and client impact

• Monitor progress and ensure regular updates are maintained
• Escalate issues related to unattended Jobs, SLA breaches, or dependency delays

Scheduling and Coordination

• Schedule technician site visits, remote support sessions, collections/deliveries, and project appointments
• Communicate job changes, new assignments, and time-sensitive updates to technicians and fellow SDCs
• Ensure accurate coordination of technician workloads

Stock & Equipment Coordination

• Collaborate with procurement, reception, and technical teams to facilitate stock movements and ensure availability of tools and materials
• Notify technicians upon arrival of required stock or replacement items

Monitoring and Follow-up

• Actively monitor jobs for delays, incomplete information, reschedules, or awaiting third-party input
• Keep clients and internal staff informed of progress or changes
• Alert the Technical Manager or Account Manager to recurring issues or unusual patterns

Workshop & Technician Support

• Track in-house repair and warranty queues
• Organize job cards and documentation for workshop staff
• Prioritize tasks based on urgency and SLA commitments

Qualifications & Experience

·      Prior experience in a support call centre or dispatch environment advantageous

·      Proficient in the use of email, VoIP systems, ticketing platforms, and communication tools

·      Basic technical literacy, with an understanding of IT terms and support processes

·      Beneficial – Project Planning or Management certification (working experience also valuable)

·      Your communication style should reflect professionalism in both verbal and written formats -

What will make you a successful candidate?

We understand perfection is an illusion, so you're off the hook :)

If you however, are someone who understands what it takes to build with a team and who holds core values close to their heart, where being able to listen above speaking, understands trust to be a vital organ to the team and our clients, where lack of respect will find you out quickly and reliability is fundamental to the working relationships with staff and with customers alike.

Some of the core attributes that will support the successful candidate include:

·      Excellent verbal and written communication skills

·      High attention to detail with strong follow-through on tasks

·      Ability to multitask effectively and remain composed under pressure

·      Organized, dependable, and professional mannerisms

·      Strong collaboration skills with the ability to coordinate across departments

·      Proactive client service mindset and positive attitude

Whilst the nature of the role is demanding, we also learning to have fun in what we do

Give us a go if you feel you are up for the challenge