Support Desk Coordinator One of SA’s leading IT support companies is looking for an experienced Support Desk Coordinator with at least 6 years’ experience to handle client requests and organize the technicians in Rivonia, Johannesburg. Duties & Responsibilities The purpose of the position: Receiving calls from clients, obtaining information on the problem, setting up a ticket on the software system, delegating that to an available technician, and ensuring the technician handles it according to a timeline. Maintaining a 100% no tickets breached policy by keeping a tight rein on the technicians, understanding the enquiries, and delegating to the correct technician (first line, 2nd Tier, or 3rd Tier). The key performance indicators of this position: Coordinating and prioritizing service tickets and managing them through to completion. Providing continuous status information to ensure customer satisfaction. Initiating customer contact escalations to appropriate parties and resolving incidents. Answering, evaluating, and prioritizing incoming requests for assistance from users experiencing technical problems. Following up with technical staff and maintaining a good working relationship with them. Ensuring tickets are closed within SLA. Maintaining maintenance schedules for customers. Keeping customers up to date on call status. Maintaining a good relationship with clients and assisting with all customer queries. Following up and reviewing completed tickets. Desired Experience & Qualification Minimum 6 years’ experience in the IT industry. Experience on Support Desk. Computer skills. Good communication skills. Ticketing system knowledge. Valid driver's license and reliable own transport. Package & Remuneration R15 000 - R18 000 CTC pm
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