Helpdesk Coordinator
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Job Description
Helpdesk Coordinator managing ticket triage, routing, user updates, and service-level tracking for a UK-based support operation. Remote role for a South African professional.
Responsibilities:
- Log, categorise and prioritise incoming tickets so urgent issues surface immediately
- Route requests to the right people and chase them through to resolution
- Keep users updated with clear, friendly communication at every stage
- Monitor response and resolution times against agreed service levels
- Maintain the knowledge base so common fixes are documented and reusable
- Produce simple weekly reports on volumes, trends and recurring issues
- Review the queue daily, including overnight requests, ageing tickets and escalations
- Acknowledge, assign and follow up on requests throughout the day
- Identify recurring problems and flag them for permanent fixes
- Keep documentation current
Requirements:
- 2+ years' experience in helpdesk coordination, service desk or support administration
- Excellent written and spoken English with a clear, patient communication style
- Confidence using ticketing systems, spreadsheets and shared documentation platforms
- Stable fibre internet
- Backup power for load shedding
- Quiet home office
- Strong prioritisation and follow-through
- Ability to stay calm when the queue gets busy
- Genuine attention to detail with accurate logging and reporting
Benefits:
- Full-time remote position working for a UK-based employer
- Competitive salary paid in ZAR
- Long-term stable role
- Supportive team environment
- Direct access to founder-led business
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