IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town
MyCareerCraft · Cape Town, Western Cape, South Africa ·
- Employment
- Full time
- Category
- Support
- Experience
- 1+ years
- Visa sponsorship
- No
Coordinates IT support tickets, ensures SLA compliance, and communicates with clients and engineers in a Cape Town-based helpdesk role using CRM/ticketing systems.
We're looking for a sharp, organised Helpdesk Administrator to be the engine behind our technical support operations. You'll be the link between clients and our engineering teams — keeping tickets moving, SLAs on track, and clients informed every step of the way.
What you'll be doing
- Log and manage support tickets end-to-end in the CRM, ensuring accurate detail and timely closure
- Monitor ticket lifecycles daily and drive 95% SLA compliance across open, pending, and escalated cases
- Coordinate and reprioritise engineer schedules, minimising downtime and ensuring the right resources reach the right jobs
- Maintain proactive client communication from ticket creation to resolution — managing expectations and de-escalating professionally
- Ensure all billable work is fully documented and closed out correctly, protecting revenue and billing integrity
- Identify bottlenecks, flag recurring issues, and report operational risks before they escalate
- Strong CRM and ticketing system experience (Freshdesk, Zoho, ServiceNow, Autotask or similar)
- Excellent written and verbal communication skills
- Highly organised with sharp attention to detail
- Calm under pressure in high-volume environments
- Solid understanding of SLA-driven support environments
- Assertive, accountable, and process-driven mindset
What we're looking for
Qualifications & Experience
Minimum requirements
- Matric / Grade 12 (essential)
- Diploma or degree in IT, Information Systems, or Business Administration (advantageous)
- 1–3 years' experience in a helpdesk, service desk, or IT support administration role
Experience that will set you apart
- Hands-on CRM or ticketing system administration
- Exposure to billing documentation and revenue reconciliation in a support environment
- Experience coordinating technical field or engineering teams
- Familiarity with escalation procedures and SLA reporting
If you have not heard from us within 14 days, please consider your application unsuccessful
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