Help Desk Coordinator (JB3235) at Kontak Recruitment / America Jobs

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Help Desk Coordinator (JB3235)

Help Desk Coordinator (JB3235)
Centurion, Johannesburg
R25 000 – R28 000 per month
Duration: Permanent

Overview
We are assisting our client, a prominent player in the ICT solutions field, in their search for a Help Desk Coordinator. This role is essential in ensuring the smooth operations of the IT help desk by coordinating the dispatching of IT Field Engineers to relevant sites, managing work scheduling between clients and technicians, and performing various administrative duties. The ideal candidate will possess excellent communication and organizational skills, a strong understanding of IT systems and technical support processes, and the ability to provide exceptional customer service to both internal and external stakeholders. Knowledge of ITIL best practices is desirable

Minimum Requirements:
Bachelor's degree in information technology or related field is a plus.
Proven experience in a help desk or technical support role, with a strong understanding of IT systems and troubleshooting processes.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical individuals.
Strong organizational and multitasking abilities, with a keen attention to detail.
Proficiency in help desk ticketing systems and other relevant software applications.
Ability to remain calm and composed in high-pressure situations, with a problem-solving mindset.
Customer-oriented approach with a focus on delivering exceptional service and building positive relationships with clients.
Knowledge of ITIL best practices is desirable.
Availability to work flexible hours, including evenings and weekends, as required.

Duties and Responsibilities:
Coordinate and dispatch IT Field Engineers to relevant sites based on client needs, ensuring timely response and resolution of technical issues.
Maintain an organized system for tracking and scheduling all incoming help desk requests, ensuring accurate assignment of tasks to technicians.
Communicate effectively with clients to gather necessary information about technical issues, identify priorities, and provide appropriate updates on the status of ongoing work.
Collaborate with technicians to ensure they have the required resources, tools, and information to perform their tasks efficiently and effectively.
Monitor progress of assigned tasks, ensuring that all service level agreements (SLAs) and response time targets are met.
Provide exceptional customer service by promptly responding to client inquiries, concerns, and escalations, and proactively addressing any potential issues.
Maintain accurate and up-to-date documentation of all help desk activities, including incident reports, service requests, and resolutions.
Generate reports and provide regular updates to management on help desk performance, including metrics such as response time, ticket resolution time, and customer satisfaction.
Collaborate with the IT team to identify recurring issues, propose solutions, and contribute to process improvement initiatives.
Stay updated on the latest IT trends, technologies, and best practices, and provide recommendations for continuous improvement of help desk operations.
Reference : Help Desk Coordinator (JB3235) jobs

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