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Client Support Services Coordinator (CSS Coordinator) — Hybrid, Johannesburg
Coordinate service desk tickets, technicians, schedules, and client support for Cyberlogic’s managed IT and cybersecurity operations. Help maintain service quality across South Africa.
विवरण
- Route incoming requests and incidents to the appropriate team members
- Set ticket priorities according to urgency and business impact
- Work with team members and Team Leads to manage high-priority issues
- Support interns with ticket triage, priority assignment, updates, and accurate classification
- Audit tickets and correct classification errors
- Arrange and schedule on-site technical support visits
- Manage team rotations, weekly schedules, responsibilities, availability, and shift coverage
- Organise on-site support work with technicians
- Coordinate client orders, deliveries, equipment collections, and drop-offs
- Support the handling of procurement equipment in the office PC LAB
- Help technicians use CSS IT tools and systems effectively
- Train and onboard CSS team members in ticket management and commonly used IT tools
- Track industry developments and emerging technologies
- Prepare open- and closed-ticket reports for Service Delivery Managers and Team Leaders
- Allocate team members to projects and coordinate related project management activities
- Communicate professionally with end users and respond to their needs and concerns
- Support continuous training and professional development for team members
- Promote collaboration, open communication, and a supportive team culture
- Identify workflow improvements and help raise service standards
- Collect feedback from technicians, end users, and stakeholders to inform improvements
- Monitor technician availability and readiness to answer calls promptly
आवश्यकताएँ
- National Senior Certificate
- ITIL Foundation certification
- CompTIA A+ certification
- Two to three years of Service Desk experience
- Three to five years of experience working with customers and clients
- CompTIA Network+ certification is beneficial
- Previous experience in the Managed Service Provider industry is beneficial
- Basic Microsoft 365 knowledge
- Basic desktop support knowledge
- Intermediate proficiency with ticketing management systems
- Basic reporting skills
- Basic networking knowledge
- Ability to explain technical concepts in clear, relatable language
- Strong listening skills
- Demonstrated striving, collaboration, tenacity, directness, influence, structure, calmness, rationality, adaptability, self-development, attention to detail, and listening
लाभ
- Hybrid or remote work arrangement
- Reliable internet connectivity and a suitable home working environment for remote work
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