IT Helpdesk & SLA Coordinator​/Administrator

We're looking for a sharp, organised Helpdesk Administrator to be the engine behind our technical support operations. You'll be the link between clients and our engineering teams — keeping tickets moving, SLAs on track, and clients informed every step of the way.

• Log and manage support tickets end-to-end in the CRM, ensuring accurate detail and timely closure
• Monitor ticket life cycles daily and drive 95% SLA compliance across open, pending, and escalated cases
• Coordinate and reprioritise engineer schedules, minimising downtime and ensuring the right resources reach the right jobs
• Maintain proactive client communication from ticket creation to resolution — managing expectations and de‑escalating professionally
• Ensure all billable work is fully documented and closed out correctly, protecting revenue and billing integrity
• Identify bottlenecks, flag recurring issues, and report operational risks before they escalated
• Strong CRM and ticketing system experience (Freshdesk, Zoho, Service Now, Autotask or similar)
• Excellent written and verbal communication skills
• Highly organised with sharp attention to detail
• Calm under pressure in high-volume environments
• Solid understanding of SLA-driven support environments
• Assertive, accountable, and process-driven mindset

Minimum requirements

• Matric / Grade 12 (essential)
• Diploma or degree in IT, Information Systems, or Business Administration (advantageous)
• 1–3 years' experience in a helpdesk, service desk, or IT support administration role

Experience that will set you apart

• Hands‑on CRM or ticketing system administration
• Exposure to billing documentation and revenue reconciliation in a support environment
• Experience coordinating technical field or engineering teams
• Familiarity with escalation procedures and SLA reporting