Service Desk Coordinator
Remote Recruitment · Cape Town, Western Cape, South Africa ·
- Work mode
- Remote
- Employment
- Full time
- Category
- Support
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