Job Description
About the Role
The Support Desk Coordinator will be responsible for receiving calls from clients, obtaining information on the problem, setting up a ticket on our software system, and delegating it to an available technician. The ideal candidate will maintain a tight rein on technicians to ensure tickets are handled according to a timeline.
Key Responsibilities
- Receiving calls from clients
- Obtaining information on the problem
- Setting up a ticket on the software system
- Delegating tickets to an available technician
- Ensuring technicians handle tickets according to a timeline and following up with the Support Desk Coordinator
- Providing continuous status information to ensure customer satisfaction
- Initiating customer contact escalations to appropriate parties and resolving incidents
- Answering, evaluating, and prioritizing incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing technical problems
- Following up with technical staff and maintaining a good working relationship with them
- Ensuring tickets are closed within SLA (Service Level Agreement)
- Maintaining maintenance schedules for customers
- Keeping customers updated on call status
Requirements
- Minimum 6 years of experience in the IT industry
- Experience on a support desk
- Computer skills
- Good communication skills
- Knowledge of ticketing systems
- Valid driver’s license and reliable own transport
Qualifications
No formal qualifications are required for this position.
Salary & Benefits
Salary details will be discussed during the interview process.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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