SUMMARY:
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POSITION INFO:
We are seeking a detail-oriented and proactive Call Coordinator with 1–3 years of experience in IT Service Desk, Helpdesk, or call coordination environments. The ideal candidate will be responsible for effective call management, ensuring accurate logging, tracking, and escalation of incidents while maintaining high standards of quality control and governance. This role requires strong reporting capabilities, operational support, and consistent monitoring of Service Level Agreements (SLAs) to ensure performance targets are met.
What you'll do:
- Call Management
- Reporting
- Quality Control & Governance
- Operational Support
- SLA & Performance Monitoring
Your Expertise:
- 1–3 years in IT Service Desk / Helpdesk / Call Coordination
- Experience with ITSM tools (e.g. ServiceNow) is advantageous
- Exposure to SLA-driven environments preferred
- Basic understanding of IT support processes (ITIL)
- Ability to multitask and work under pressure
- Direct User communication verbally and written
- Good communication skills and fluent in English verbally and written
- Attention to Detail
- Self-sufficient
- Soft skills
Qualifications:
- Grade 12
- Computer and MS Office Literate (Administrative Certificate)
