Helpdesk Coordinator

Our client seeks a well-organized and proactive individual to serve as a Helpdesk Coordinator within their Customer Service & Helpdesk team, based in Paarl, Western Cape. In this role, you will be responsible for managing the flow of support requests, ensuring timely resolution, and coordinating the efforts of the helpdesk team. Your ability to prioritize tasks, communicate effectively, and maintain efficient operations will be key to customer satisfaction.

This position is perfect for someone who thrives in an organized environment and is dedicated to optimizing support processes and team collaboration, ensuring all client needs are met promptly and professionally.

• Manage and prioritize incoming helpdesk tickets and service requests.
• Assign tickets to appropriate team members and monitor their progress to ensure timely resolution.
• Communicate with customers regarding the status of their requests and provide updates.
• Maintain accurate records of support activities and resolutions in the helpdesk system.
• Identify recurring issues and suggest improvements to support processes and documentation.
• Liaise between customers and internal technical teams to facilitate issue resolution.

• Previous experience in a helpdesk environment, preferably in a coordination or lead role.
• Strong organizational and time-management skills.
• Excellent communication and interpersonal abilities.
• Proficiency with helpdesk software and ticketing systems.
• Ability to multitask and manage priorities effectively.
• A customer-focused approach and a commitment to service excellence.

• Competitive salary and benefits package.
• Hybrid work arrangement offering a mix of office and remote work.
• Opportunities for professional growth and development.
• Team-building activities and a supportive work culture.
• Employee wellness programs.