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South Africa: Service Coordinator – It Service Desk posted by Pronel Consultants

Service Coordinator – It Service Desk

Posted on 2025-02-26

Employer Pronel Consultants
Salary 0
Category It Computer
Location South Africa  /  South Africa

Job Summary

Our client based in the US is looking to hire a full-time Service Coordinator to provide excellent customer service and team leadership. The incumbent must have a strong work ethic and be willing to work US hours in a remote position.

Roles and

Responsibilities:

1. Ticket Lifecycle & SLA Management

  • Triage
  • Dispatch / scheduling
  • Closing tickets
  • MSA & tickets scope control: Agreement vs Billable
  • Quote and billing for work not covered by Agreement
  • Manage client expectations & client satisfaction
  • Identify need for and coordinating escalations
  • Procure required products

2. Review & Approve Time Sheet & Expense Sheets for technical team

3. Service Reporting (RSV/SBR) – Managing production and delivery for client service-delivery related status reports, feeding into Client IT Scorecards, Roadmap, Budget

4. Service delivery process documentation

5. Client engagement, client experience, & client satisfaction

6. Team Utilization

  • Optimize resource scheduling for efficiency and revenue production
  • Review team production capacity & utilization reports with Service Manager

7. Infrequent duties

  • Review & manage service Agreement utilization & profitability
  • New Technical Team member onboarding
  • Manage major Incident Reporting workflows
  • Manage Agreements (Connectwise PSA software) – create, update, remove, maintain MSA reconciliation & billing SOPs

Key

Requirements:

  • Self-motivated and self-managed, with ability to work in a fast-moving environment
  • Proficiency and aptitude with Microsoft Windows PCs, Microsoft Office, and learning new software applications in-depth
  • 5 yrs experience in a Service desk Coordinator role
  • ITIL foundation (Or similar foundational certification)
  • Comptia A+
  • Comptia N+
  • Relationship management experience

Interested candidates are encouraged to apply for the role either directly online or by sending their application through to Pronel Consultants
Service Coordinator – It Service Desk position available in South Africa, South Africa. This job position was posted by Pronel Consultants. The job has been posted as a premium ad on 2025-02-26 at 13:09:53 in the It Computer category

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