Cape Town: Partner Servicedesk Coordinator SA posted by Excis Compliance ltd

WERE HIRING AS A PARTNER SERVICE DESK COORDINATOR IN SOUTH AFRICA

Excis is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused Partner Servicedesk Coordinator to oversee and manage our network of subcontractor partners in assigned countries. This role ensures seamless collaboration, quality service delivery, and cost-effective operations across a global partner network. You will drive partner performance, manage contracts and rates, resolve escalations, and identify new partnership opportunities aligned with our growth objectives.

• Client in 190+ countries
  
• 6000+ Engineers
  
• 200+ Enterprise Clients
  

We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together, we put our people first.

Start your journey with Excis and grow with us!

What you’ll do :

The Partner Service Desk Coordinator acts as the primary point of contact between the organization and its external partners, ensuring efficient communication, incident resolution, and service delivery. This role coordinates service desk operations, manages partner requests, monitors service performance, and ensures adherence to service-level agreements (SLAs). The Partner Service Desk Coordinator plays a crucial role in maintaining high partner satisfaction and operational efficiency.

         Manage partner service desk and serve as the main liaison between partners and the service desk team
         Liaise with partners on a daily basis with regards to incidents, service request and hands and eyes tickets allocated,
         SLA requirements, purchase order request, ASO support.
         Manage all dispatch site tickets and make sure SLAs are being adhered to.
         Liaise with the partner regarding the availability of backfill engineers when main engineers take leave
         Coordinate the timely resolution of technical and operational issues through internal teams or escalation paths.
         Ensure partners are kept informed of progress, resolutions, and updates.
         Monitor the service desk ticketing system to ensure SLA compliance.
         Assign and track support tickets to appropriate technicians or departments.
         Generate and analyse service performance reports, identifying trends and areas for improvement.
         Maintain accurate documentation of partner interactions, incidents, and resolutions.
         Collaborate with account managers and technical teams to deliver consistent service quality.
         Assist in onboarding new partners and providing guidance on service desk procedures.
         Contribute to knowledge base articles, FAQs, and training materials.
         Support audits and reviews of service delivery performance.
          Partner satisfaction rating

Requirements

         24 years experience in a service desk, partner support, or coordination role.
         Experience with Service Now or ticketing tool.
        Strong understanding of IT service management principles (ITIL certification is a plus).
         Excellent communication and interpersonal skills.
         Strong organizational and multitasking abilities.
         Analytical mindset with attention to detail.
         Customer-focused with a proactive approach to problem-solving.
         Average response and resolution times
         SLA compliance rate
         Ticket backlog and closure efficiency
         Quality and accuracy of documentation

Benefits

Why Join Us?:

At Excis, you will be part of a collaborative and innovative global team driving industry-leading IT solutions. We prioritize professional growth, continuous learning, and provide opportunities to make a tangible impact. Enjoy a supportive environment with competitive compensation, meaningful career advancement, and the chance to contribute to the success of a global leader in IT services.

Ready to make a difference and grow your career? Apply now to join Excis in South Africa and be at the forefront of IT support excellence!