JOB DESCRIPTION
We are seeking a highly organized and detail-oriented Service Desk Coordinator to join our team. The Service Desk Coordinator will be
responsible for managing the day-to-day operations of our service desk, ensuring that IT services are delivered efficiently and effectively to meet
the needs of our clients. This role requires strong leadership skills, a customer-centric mindset, and a deep understanding of IT service
management principles.
RESPONSIBILITIES
Oversee the daily operations of the service desk, including managing service requests, incident handling, and problem resolution processes.
Coordinate the activities of service desk staff, including task assignment, workload management, and performance evaluation.
Interact with clients to understand their service needs, address concerns, and gather feedback to improve service delivery.
Identify opportunities for process improvement within the service desk & implement best practices to enhance service quality & efficiency.
Monitor service desk performance metrics and generate reports for management review.
Maintain documentation related to service desk processes, procedures, and knowledge base articles.
Manage escalations of complex issues and customer complaints, ensuring timely resolution and customer satisfaction.
Ensure compliance with ITIL best practices and standards for service management.
Facilitate communication between the service desk team, other IT teams, and business stakeholders.
REQUIREMENTS
Bachelor’s degree in Information Technology, Computer Science, or related field.
Proven experience in a service desk or IT support role, with at least [number] years in a supervisory or leadership position.
Strong knowledge of IT service management principles and best practices, preferably ITIL certification.
Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal teams.
Proficiency in IT service desk tools and systems.
Strong organizational and multitasking abilities, with a keen eye for detail.
Ability to work under pressure in a fast-paced environment and handle multiple priorities.
HOW TO APPLY
Send your CV to: phillip@yaxxa.co.za
