[Hiring] IT Service Desk Coordinator @Uptime Solutions

Role Description

We are hiring for a full-time Service Coordinator in a remote capacity. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

• Monitor incoming calls and tickets and ensure they are routed to the right engineer based on skill set, workload, and availability.
• Actively manage the ticket board throughout the day, ensuring every ticket has clear ownership and a next action toward resolution.
• Monitor engineer queues and workloads to identify bottlenecks, balance work, and keep tickets moving efficiently.
• Follow up on tickets in a "waiting for" status so they don't sit untouched or lose momentum.
• Reinforce strong ticket notes, documentation, and close practices so we maintain both a clean queue and the white-glove client experience we expect.
• Account for PTO, sick time, and other availability changes, reallocating work as necessary to maintain coverage and service levels.
• Review unresolved tickets at the end of each day and identify opportunities for our overnight team to continue moving work forward.

Qualifications

• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Strong time management and ability to prioritize.
• Ability to thrive in a fast-paced environment and work effectively under pressure.

Requirements

• Fully remote, must be based in South Africa.
• Permanent contract - working from home, equipment provided.