Helpdesk Coordinator

About the Role

Our client is actively seeking a diligent Helpdesk Coordinator to manage incoming support requests and ensure efficient resolution for their operations based in Stellenbosch . In this role, you will be responsible for logging, prioritizing, and assigning support tickets, as well as liaising between users and the technical support team. This position is crucial for maintaining service levels and ensuring that all customer and internal IT needs are addressed promptly and effectively.

• Receive, log, and prioritize all incoming helpdesk support requests.
• Assign tickets to the appropriate support personnel or teams for resolution.
• Monitor the progress of open tickets and ensure timely follow-up.
• Communicate effectively with users to provide status updates on their requests.
• Maintain and update the helpdesk knowledge base with solutions and procedures.
• Generate reports on helpdesk performance and identify trends.

• Previous experience in a helpdesk or customer support role, preferably in a coordination capacity.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using helpdesk software and ticketing systems.
• Ability to work effectively in a hybrid environment, based in Stellenbosch .
• Basic understanding of IT principles is beneficial.

• Competitive salary with performance-related bonuses.
• Comprehensive health and wellness benefits.
• Hybrid work model offering a balance between office and remote work.
• Professional development and training opportunities.
• A collaborative team environment.