Client Support Services Coordinator (CSS Coordinator)

JOB TITLE:

Service Desk Coordinator

LOCATION:

Johannesburg / Stellenbosch (Hybrid/Remote)

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.

OUR VALUES:

• We challenge ourselves to be more AWESOME
• We are driven to KEEP learning and EVOLVING
• We look beyond symptoms to identify and RESOLVE ROOT CAUSES
• We hold each other accountable through CANDID and constructive FEEDBACK
• We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
• We CARE deeply ABOUT the success of CYBERLOGIC
• We FINISH WHAT WE START
• We always GIVE OUR BEST even if it means putting in the hard yards
• We KEEP THINGS SIMPLE

PURPOSE OF POSITION:

As a Service Desk Coordinator, you play a key role in supporting the day-to-day operations of our Client Support Services. You help ensure that incoming requests and incidents are handled efficiently and in line with our service standards. By maintaining smooth workflows and assisting with issue resolution, you contribute directly to a positive experience for both customers and internal users. This role is essential in upholding the quality and responsiveness of our support services.

KEY RESPONSIBILITIES:

Ticket Management and Triage:

• Allocate incoming requests or incident tickets to the correct team members.
• Prioritise tickets based on urgency and impact, and coordinate with the team and Team Leads' to make sure high-priority matters are addressed accordingly.
• Ensure incident and request classifications are accurately logged by assisting interns with triage, priority setting, and status updates.
• Review and address any feedback received by identifying and correcting classification errors.

Onsite Technical Support:

• Coordinate and schedule on-site technical support visits for the CSS Team, ensuring all arrangements are in place and aligned with user requirements.

Role Coordination:

• Coordinate a team rotation to help balance workloads while giving everyone the opportunity to build experience across different areas of their roles.
• Work with the Team Leads to create and maintain weekly schedules that clearly outline team members’ responsibilities, updating them regularly to reflect any changes in availability or priorities.
• Coordinate team schedules and availability to ensure adequate coverage during business hours and assigned shifts.
• Schedule and organise on-site support activities, working closely with technicians to ensure smooth and timely service delivery.

Logistics and Procurement:

• Coordinating clients' orders and deliveries in collaboration with the procurement team within CSS.
• Coordinate the collection and delivery of client equipment by working closely with the drivers to ensure timely pick-up and drop-off as required.
• Coordinating and assist with the tech in office in the PC LAB daily with equipment received from procurement.

Training and Mentoring:

• Support training and skills development by guiding team members in effectively using specific CSS IT tools and systems.
• Provide day-to-day guidance and informal training to technicians working in the co-ordinating team.
• Train and onboard new CSS team members on the ticket management system and other commonly used CSS IT tools.

Continuous Learning:

• Keep up to date with industry trends and emerging technologies to stay ahead and continuously enhance expertise.

Reporting and Support:

• Generate reports from internal systems to support Service Delivery Managers (SDMs) and Team Leaders with visibility into open and closed tickets across client accounts. These reports provide valuable updates for alignment sessions and help ensure clear communication of ongoing work.

Project Participation:

• Assign team members to projects and coordinate their involvement in project management activities within the CSS Department.

Customer Service:

• Maintain clear and professional communication with end users, ensuring their needs and concerns are effectively addressed.

People Leadership:

• Train and onboard new team members, as well as provide ongoing training and development opportunities for existing team members.
• Foster collaboration by encouraging teamwork, open communication, and a supportive atmosphere within the team.

Process Improvements:

• Actively contribute to discussions by raising relevant points and exploring opportunities for implementation.
• Drive continuous process improvement by identifying opportunities to enhance workflows and elevate service standards.
• Gather input from IT technicians, end users, and stakeholders to inform and support proposed improvements.

Call Management:

• Proactively ensure and monitor that technicians are available and ready to take calls promptly.

KEY REQUIREMENTS:

Required:

• National Senior Certificate
• ITIL Foundation
• CompTIA A+
• 2-3 years' Service Desk experience
• 3-5 years' experience working with customers and clients

Beneficial:

• CompTIA N+
• Previous experience working in Managed Service Provider industry

Technical Competencies and Skills:

• Basic knowledge in Microsoft 365
• Basic knowledge in Desktop Support
• Intermediate knowledge in using a ticketing management system
• Basic reporting skills
• Applying Expertise and Technology
• Basic Networking Knowledge
• Demonstrates strong listening skills and the ability to explain technical concepts in simple, relatable terms to clients

Behavioural Competencies and Skills:

• Striving
• Collaboration
• Tenacious
• Direct
• Influential
• Structured
• Calm
• Rational
• Adaptable
• Self-Development
• Detail-Focused
• Listening

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.