Service Desk Ticket Coordinator

Role Overview

The Service Desk Ticket Coordinator acts as the central hub for all incoming Service Desk tickets, ensuring that each ticket is meticulously logged, validated, prioritized, categorized, assigned, communicated, tracked, and escalated following company protocols and SLAs. This position serves as the operational link connecting clients, technical engineers, management, and various departments, facilitating smooth workflows and consistent communication throughout the ticket lifecycle.

Key Responsibilities

• Accurately receive and process tickets from authorized support channels, verifying requestor authenticity and authorization.
• Validate ticket information ensuring completeness before assignment and gather any missing details from clients.
• Categorize and triage tickets based on type, business impact, urgency, priority, and appropriate support tiers, ensuring correct routing.
• Assign tickets to the relevant technical personnel and coordinate scheduling for remote support, onsite visits, and callouts while managing engineer availability and appointments.
• Maintain professional communication with clients, setting expectations for response and resolution timelines, documenting all interactions, and managing follow-ups and escalations.
• Continuously monitor ticket queues and SLAs, proactively identifying risks and escalating tickets at risk of breaching SLAs to ensure timely resolution.
• Manage escalations per established procedures, oversee engineer responsiveness, and coordinate major incident escalations through to resolution.
• Coordinate operations by liaising with engineers, NOC resources, project teams, key account managers, vendors, and clients to promote efficient task progress across teams.
• Generate daily queue health reports, SLA performance metrics, monitor recurring issues, maintain dashboards, prepare weekly meeting data, and support management with service delivery reporting.
• Ensure strict adherence to Service Desk policies and procedures, enforce ticket management and documentation standards, monitor compliance, promote continuous improvement, and uphold service management best practices.

Required Qualifications & Experience

• At least two years of experience servicing Service Desk or Service Coordination roles, preferably within a Managed Services Provider (MSP) setting.
• Proficient understanding of the entire ticket lifecycle and experience with PSA or ticketing platforms such as HaloPSA, ConnectWise, Autotask, or ServiceNow.
• Strong organizational, administrative, and multitasking abilities.
• Excellent verbal and written communication skills with high attention to detail.

Desirable Skills & Credentials

• ITIL Foundation certification.
• Experience managing multi-tier support teams in SLA-driven environments.
• Familiarity with Microsoft 365, Azure, networking, and endpoint support.

Core Competencies

• Customer-centric focus
• Exceptional communication
• Effective time management
• Strong planning and organizational skills
• Accountability and problem-solving mindset
• Prioritization and escalation management
• Team collaboration and process adherence
• Commitment to service delivery quality

Location and Work Arrangement

This is a full-time remote position based in Umhlanga, KwaZulu-Natal, South Africa.