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Service Desk Coordinator

Remote Recruitment

Role overview

Qualifications

  • 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

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

Key facts

  • Remote from: Africa
  • Full time
  • Service Desk Engineer
  • English

Hard skills

Other skills

  • Organizational Skills
  • Communication
  • Teamwork
  • Time Management

About the company

Remote Recruitment logo

Remote Recruitment

Staffing & Recruiting

REMOTE RECRUITMENT is a remote jobs recruitment agency that assists UK-based companies with finding the best talent for their needs. We operate as a full-service employment agency providing recruitment/staffing for the following specialist fields:- Marketing specialists- Sales- Assistants/adminWe source talent and handle the entire process on your behalf, based on your company’s needs for each role. We also take care of background checks and contracts to ensure you focus your attention where it’s needed, on your business.

Company details

Company typeScaleup
IndustryStaffing & Recruiting
Company size11 - 50

Links

Website LinkedIn See all jobs

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Job 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

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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