Client Support Services Coordinator; CSS Coordinator

Service Desk Coordinator

Johannesburg / Stellenbosch (Hybrid/Remote)

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

As a Service Desk Coordinator, you play a key role in supporting the day-to-day operations of our Client Support Services. You help ensure that incoming requests and incidents are handled efficiently and in line with our service standards. By maintaining smooth workflows and assisting with issue resolution, you contribute directly to a positive experience for both customers and internal users. This role is essential in upholding the quality and responsiveness of our support services.

Ticket Management and Triage:

• Allocate incoming requests or incident tickets to the correct team members.
• Prioritise tickets based on urgency and impact, and coordinate with the team and Team Leads' to make sure high-priority matters are addressed accordingly.
• Ensure incident and request classifications are accurately logged by assisting interns with triage, priority setting, and status updates.
• Review and address any feedback received by identifying and correcting classification errors.

Onsite Technical Support:

• Coordinate and schedule on-site technical support visits for the CSS Team, ensuring all arrangements are in place and aligned with user requirements.

Role Coordination:

• Coordinate a team rotation to help balance workloads while giving everyone the opportunity to build experience across different areas of their roles.
• Work with the Team Leads to create and maintain weekly schedules that clearly outline team members’ responsibilities, updating them regularly to reflect any changes in availability or priorities.
• Coordinate team schedules and availability to ensure adequate coverage during business hours and assigned shifts.
• Schedule and organise on-site support activities, working closely with technicians to ensure smooth and timely service delivery.

Logistics and Procurement:

• Coordinating clients' orders and deliveries in collaboration with the procurement team within CSS.
• Coordinate the collection and delivery of client equipment by working closely with the drivers to ensure timely pick-up and drop-off as required.
• Coordinating and assist with the tech in office in the PC LAB daily with equipment received from procurement.

Training and Mentoring:

• Support training and skills development by guiding team members in effectively using specific CSS IT tools and systems.
• Provide day-to-day guidance and informal training to technicians working in the co-ordinating team.
• Train and onboard new CSS team members on the ticket management system and other commonly used CSS IT tools.

Continuous Learning:

• Keep up to date with industry trends and emerging technologies to stay ahead and continuously enhance expertise.

Reporting and Support:

• Generate reports from internal systems to support Service Delivery Managers (SDMs) and Team Leaders with…