Helpdesk Coordinator

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Efficiently manage, prioritize, and assign incoming IT support tickets.

• Deliver prompt and effective first-line technical support through phone, email, and chat.

• Refer complex technical problems to second and third-line support engineers.

• Ensure adherence to helpdesk SLAs and generate regular performance and trend reports.

• Enhance the internal knowledge base by documenting common issues, solutions, and workarounds.

• Facilitate the onboarding of new users, including device setup and system access provisioning.

⛳️ Requirements

• Minimum of 2 years of experience in IT helpdesk, service desk, or technical support roles.

• Proficient with helpdesk platforms such as Zendesk, Freshdesk, or ServiceNow.

• Exceptional customer service and communication abilities, with a strong command of English.

• Basic understanding of Windows, Microsoft 365, and commonly used business applications.

• Capable of maintaining composure and efficiency in a fast-paced remote support setting.

🏝️ Benefits

• Fully remote position, adhering to UK business hours.

• Opportunities for career advancement and professional development.

• Gain exposure to leading UK businesses and industry practices.