Partner Servicedesk Coordinator Sa

Overview

WE’RE HIRING AS A PARTNER SERVICE DESK COORDINATOR IN SOUTH AFRICA Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Partner Servicedesk Coordinator to oversee and manage our network of subcontractor partners in assigned countries. This role ensures seamless collaboration, quality service delivery, and cost-effective operations across a global partner network. You will drive partner performance, manage contracts and rates, resolve escalations, and identify new partnership opportunities aligned with our growth objectives.

Responsibilities

• Act as the primary point of contact between the organization and its external partners, ensuring efficient communication, incident resolution, and service delivery.
• Coordinate service desk operations, manage partner requests, monitor service performance, and ensure adherence to service-level agreements (SLAs).
• Manage partner service desk and serve as the main liaison between partners and the service desk team.
• Liaise with partners daily regarding incidents, service requests and hands-and-eyes tickets allocated.
• Ensure SLA requirements, purchase order requests, ASO support.
• Manage all dispatch site tickets and ensure SLAs are adhered to.
• Liaise with the partner regarding the availability of backfill engineers when main engineers take leave.
• Coordinate timely resolution of technical and operational issues through internal teams or escalation paths.
• Keep partners informed of progress, resolutions, and updates.
• Monitor the service desk ticketing system to ensure SLA compliance.
• Assign and track support tickets to appropriate technicians or departments.
• Generate and analyse service performance reports, identifying trends and areas for improvement.
• Maintain accurate documentation of partner interactions, incidents, and resolutions.
• Collaborate with account managers and technical teams to deliver consistent service quality.
• Assist in onboarding new partners and providing guidance on service desk procedures.
• Contribute to knowledge base articles, FAQs, and training materials.
• Support audits and reviews of service delivery performance.
• Partner satisfaction rating.

Qualifications

No explicit qualifications are provided in the description.

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