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 our clients, obtaining information on the problem, setting up a ticket on the software system, and delegating that to an available technician. Ensuring the technician handles it according to a timeline and that this is followed up by the Support Desk Coordinator. Aim for 100% no tickets breached; the support desk person must keep a tight rein on the technicians. They do not handle technical inquiries but need to understand the inquiry and delegate to the correct technician, whether it be a first line technician, 2nd Tier, or 3rd Tier which handles servers and networks.

The key performance indicators of this position: Coordinating and prioritizing service tickets an...