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IT Service Desk Coordinator

IT Service Desk Coordinator

Exceed HR and RecruitmentBellville, Western Cape, South Africa
8 days ago
Job description

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.

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