Job Description

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Job Overview

Application Deadline:

13 November 2025

Job Location:

Bellville, Western Cape

Job Title:

IT Service Desk Coordinator

Education Level:

Certificate

Job Level:

Intermediate

Minimum Experience:

3 - 5 Years

IT Service Desk Coordinator - Tyger Valley / Bellville.

Duties and Responsibilities:

Ticket Lifecycle Management: + Compliance with Ticket Standard Operating Procedure (SOP) including
+ Respond to logged tickets, and log ticket if no ticket exists.
+ Ensure tickets are classified & prioritized accurately and within specified SLA.
+ Provides regular and timely updates to all parties (internal and external) on incident statuses.
+ Ensure time entries are captured accurately, consistently, and timeously.
+ Identify incident and service request data to identify recurring issues, trends and opportunities for process or service improvement.
+ 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.
+ Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
+ 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.
+ Monitor and analyse workload distribution among field technicians to ensure fairness.Adjust assignments as needed to balance workloads and maintain high team moral.
+ Ensure any obstacles, issues (skill/team/operational) are communicated to the Service Desk Manager for timely intervention.
+ Proactively & consistently follow up with field technicians and stakeholders to confirm schedule adherence and resolve conflicts.
+ 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.
+ Communicate anticipated 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.
+ Mainain transparent and timelt communication channels with field techs, clients and internal teams.
+ Schedule Field Service support agents where required.
+ Update billing sheets for all 3rd party engagements and field service and provide to Service Desk Manager.

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.