Client Support Services Coordinator

Role Overview

• Allocate incoming requests or incident tickets to the correct team members
• Prioritise tickets based on urgency and impact
• Coordinate and schedule on-site technical support visits
• Coordinate a team rotation to help balance workloads
• Generate reports to support Service Delivery Managers (SDMs)
• Maintain clear and professional communication with end users
• Proactively ensure technicians are ready to take calls

Requirements

• National Senior Certificate
• ITIL Foundation
• CompTIA A+
• 2-3 years' Service Desk experience
• 3-5 years' experience working with customers and clients
• CompTIA N+ (beneficial)
• Previous experience working in Managed Service Provider industry (beneficial)
• Basic knowledge in Microsoft 365
• Basic knowledge in Desktop Support
• Intermediate knowledge in using a ticketing management system
• Basic reporting skills
• Basic Networking Knowledge
• Demonstrates strong listening skills and the ability to explain technical concepts in simple terms

Benefits

• Professional development opportunities
• Training and skills development support
• Team collaboration
• Supportive work atmosphere