Job Description

Helpdesk Team Coordinator
Location: Observatory, Cape Town (On-site)
Employment Type: Full-Time | Permanent
Industry: IT Support / Technical Services / Helpdesk Management
About the Client
Our client is a South African-based digital solutions provider focused on innovation through intelligent automation, data management, and customer-centric technologies. With a deep commitment to solving complex business challenges, they empower organisations to optimise performance and deliver measurable results through cutting-edge tech and tailored service delivery.
About the Role
We are seeking an experienced Helpdesk Team Coordinator to join the technical support division. This role is pivotal in overseeing the day-to-day operations of the helpdesk, ensuring incoming support calls and tickets are efficiently managed and distributed to a team of approximately 10 technical agents.
The ideal candidate will have previous experience in a technical support environment and demonstrate strong leadership, communication, and organisational skills.
Key Responsibilities
Act as the primary point of contact for all incoming support requests via phone, email, chat, and ticketing systems.
Assign and prioritise support tickets to the relevant technicians to ensure timely resolution.
Monitor and escalate issues where necessary, recognising when advanced support is required.
Document all user interactions, troubleshooting steps, and outcomes in the support system.
Ensure follow-up with users until resolution, meeting compliance targets (e.g., 24h/48h check-ins).
Maintain accurate daily/weekly reporting, including open tickets, SLA performance, and backlog summaries.
Contribute to the creation and updating of internal knowledge base content such as FAQs and guides.
Provide administrative support in collaboration with the Admin Assistant to ensure smooth operations.
Key Requirements
Proven experience in a technical support or helpdesk environment.
Previous exposure to managing or coordinating a support team of 5 or more technicians.
Excellent verbal and written communication skills.
Strong organisational and time-management abilities.
Proficiency with ticketing systems and support tools (e.g., Freshdesk, Zendesk, Jira, etc.).
A proactive attitude with a client-centric approach.
Ability to remain calm under pressure and manage multiple priorities.
Ideal Candidate Profile
A strong, assertive presence with a collaborative and empathetic leadership style.
High attention to detail and a commitment to quality and timely delivery.