Service Desk Co-ordinator

Service Desk Coordinator

This role coordinates service desk operations for a managed IT services environment supporting business clients across remote and field-based teams. The focus is on maintaining accurate ticket handling, timely incident resolution, effective escalations, technician scheduling and clear communication with clients, internal teams and third-party providers.

ABOUT THE ROLE

• Monitor service desk procedures covering the identification, prioritisation, tracking and resolution of incidents and service requests.
• Manage the full ticket lifecycle in line with standard operating procedures.
• Respond to logged tickets and create tickets where no record exists.
• Check that tickets are classified and prioritised accurately within the relevant service-level agreement.
• Provide clear, regular and timely updates to internal and external stakeholders.
• Ensure time entries are accurate, consistent and submitted promptly.
• Review incident and service request data to identify recurring issues, trends and opportunities to improve processes or service delivery.
• Maintain communication and resolution standards that meet stakeholder expectations.
• Identify Priority 1 and Priority 2 incidents and account escalations quickly and accurately.
• Initiate the appropriate escalation process and notify relevant stakeholders without delay.
• Coordinate regular updates during major incidents, with updates provided at least hourly.
• Ensure a Major Incident Report, including root cause analysis, is completed and received for distribution and record keeping within five business days.
• Develop and maintain dynamic schedules for field technicians to support suitable coverage and resource allocation.
• Monitor workload distribution across field technicians and adjust assignments to maintain a fair and effective allocation of work.
• Escalate skill, team or operational obstacles to the Service Desk Manager for timely intervention.
• Follow up consistently with field technicians and stakeholders to confirm schedule adherence and resolve conflicts.
• Manage support agent availability during sick leave, annual leave and family responsibility leave.
• Communicate staff availability changes and arrange replacement support where required.
• Notify relevant parties of anticipated delays, schedule changes and operational risks in advance.
• Coordinate third-party support, including scheduling, requesting quotes and following up on outstanding actions.
• Communicate third-party arrangements clearly to field technicians, clients and internal teams.
• Schedule field service support agents when required.
• Maintain transparent and timely communication with field technicians, clients and internal service teams.
• Update billing sheets for third-party engagements and field service work, and submit them to the Service Desk Manager.

WHAT YOU’LL NEED

• Matric or an equivalent NQF qualification.
• At least three years’ practical experience in a service desk environment.
• At least three years’ experience in IT management or a similar operational role.
• Experience planning and managing projects.
• Fluent written and verbal English communication skills.
• Strong administration, organisation, planning and time-management skills.
• The ability to analyse information, resolve problems and make sound decisions.
• The ability to manage multiple priorities accurately while meeting deadlines.
• Strong follow-up skills and close attention to detail.
• A professional, confident and approachable communication style.
• Effective listening skills, with a patient, tactful and diplomatic approach.
• The ability to work under pressure and respond appropriately to urgent incidents.
• The ability to work independently and collaborate effectively with technical and operational teams.

NICE TO HAVE

• A certificate or degree in Business Administration, Information Technology, Communications, Project Management or a related field.
• Technical knowledge relevant to service desk and field support operations.
• Experience working with third-party IT service providers.
• Experience coordinating field technicians, support agents or other technical resources.

WHY JOIN US

• Work within a managed IT services environment supporting business clients and distributed technical teams.
• Coordinate a varied operational function spanning service desk administration, major incident escalation, field service scheduling and third-party support.
• Contribute to service improvements by analysing ticket trends, recurring incidents and stakeholder feedback.
• Apply your organisational and communication skills across both routine service coordination and time-sensitive technical incidents.
• Submit your application to be considered for the Service Desk Coordinator position.