Service Desk Coordinator

Location: South Africa, Gauteng, South Africa, Cape Town, Western Cape, South Africa

Workplace: remote

Employment Type: full

Description

Salary: R29 000 – R32 000 per month

Remote Recruitment is hiring a Service Desk Coordinator for a UK-based employer, fully remote from South Africa, owning the day-to-day flow of IT support tickets.

Role overview

You will keep the IT service desk running smoothly, triaging tickets and keeping end users informed.

Key responsibilities

• Coordinate incoming IT service desk tickets and assign priority
• Monitor SLAs and escalate at-risk tickets
• Liaise between end users and technical teams
• Maintain accurate ticket records and status updates
• Produce service desk performance reports
• Support onboarding of new starters onto IT systems

What you will need

• Experience coordinating a service desk or support queue
• Experience with ticketing systems (Zendesk, Freshservice, or Jira Service Management)
• Understanding of SLA and escalation processes
• Strong organisational and communication skills
• Comfortable working UK business hours

Nice to have

• Basic technical troubleshooting experience
• ITIL familiarity
• Experience supporting a UK-based IT team

What is on offer

• 100% remote – work from anywhere in South Africa
• UK business hours: 09:00–17:00 UK time (11:00–19:00 SAST)
• Full-time, stable role with a genuine UK employer
• Supportive onboarding and clear expectations from day one