Service Coordinator

Recruiter:

Gijima Holdings

Job Ref:

HR000117/HR

Date posted:

Wednesday, June 11, 2025

Location:

Midrand, South Africa

SUMMARY:
PURPOSE:
Assign and coordinate the resolution of incidents to/by appropriate 2nd and 3rd line support staff

POSITION INFO:
FORMAL EDUCATION:

Grade 12

EXPERIENCE:

Minimum 2 years experience in a NEC Service Coordinator
Or a minimum of 4 years experience in coordinating resolution of incidents and service requests, coordinating technical resources to achieve service levels and targets and providing reports around incident and service request resolution.

TECHNICAL / LEGAL CERTIFICATION

ITIL v3 Foundation Certification (advantageous)

RESPONSIBILITIES:

Must be able to work shifts according to client requirements.
Must be willing or able to work weekends and after hours when required.
Manage escalations and know the escalation process

FINANCIAL PERSPECTIVE:
Manage tools of trade

Reduce operational expenses

Manage operational expenses

Accurate record keeping of related items (travel, cell phone, overtime, standby, leave, etc.)

CUSTOMER PERSPECTIVE:
Incident assignment

Identify unassigned incidents on NetHelpDesk

Incident resolution

Monitor the status and progress towards resolution of open incidents and requests.

Incident reassignment

Monitors the actual number of incorrect assignments

Incident outstanding

Monitor the number of outstanding incidents and requests logged

Incident feedback

Manages the work load of incident and request handling support staff within organisational context

INTERNAL PERSPECTIVE:
Ad hoc projects

Management of the project life cycle of ad hoc projects

Team work

Effective resource scheduling, coordination, contribution and cooperation within the team environment

LEARNING AND GROWTH PERSPECTIVE:
Talent database

Ensure CV updated and remains current on target management system

Execute personal development plan (PDP)

Participate in activities as discribed in personal development plan

Knowledge sharing

Participate in opportunities for knowledge sharing within the team and relevant communities of practice (COP’s)

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