Service Desk Coordinator

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

📋 Description

• Oversee the management of incoming IT service desk tickets and determine their priority.

• Track service level agreements (SLAs) and escalate tickets that are at risk.

• Act as a liaison between end users and technical teams.

• Ensure accurate maintenance of ticket records and provide status updates.

• Generate performance reports for the service desk.

• Assist in the onboarding process for new employees onto IT systems.

⛳️ Requirements

• Proven experience in coordinating a service desk or support queue.

• Familiarity with ticketing systems such as Zendesk, Freshservice, or Jira Service Management.

• Knowledge of SLA and escalation procedures.

• Excellent organizational and communication abilities.

• Willingness to work during UK business hours.

• Basic experience in technical troubleshooting (preferred).

• Understanding of ITIL principles (preferred).

• Experience in supporting a UK-based IT team (preferred).

🏝️ Benefits

• Fully remote – work from any location within South Africa.

• UK business hours: 09:00–17:00 UK time (11:00–19:00 SAST).

• Full-time, secure position with a reputable UK employer.

• Comprehensive onboarding and clear expectations from the very beginning.