Service Desk Coordinator

Job Description

A dynamic IT operations team is seeking a Service Desk Co-Ordinator to manage service delivery technician scheduling and ticket resolution in a fast-paced environment. This full-time role is based in Cape Town and is perfect for a proactive multitasker with strong coordination skills and a passion for service excellence.

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 incidents 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.
• Maintain transparent and timely 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 :

Required Experience :

IC

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1