Service Desk Co-Ordinator – Cape Town

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Job Position

Title :

Service Desk Co-Ordinator - Cape Town

Department : Location :

Job Type :

Main purpose of this role :

The Service Desk Co-Ordinator is responsible for monitoring all procedures related to the identification, prioritization, and efficient resolution of incidents, which may include the monitoring tracking and co-ordination of the B-Logic Service Desk functions. Key focus areas of the Service Desk Co-Ordinator include, but is not limited to ticket lifecycle management, managing escalations, staff movement and scheduling, third party management and field support scheduling.

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.
• Provide 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 analyze workload distribution among field technicians to ensure fairness. Adjust assignments as needed to balance workloads and maintain high team morale.
• 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.

Education and Experience Requirements

Skills and Competencies

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