Service Coordinator

FORMAL EDUCATION: Grade 12 EXPERIENCE: Minimum 2 years experience in a NEC Service Coordinator Or a minimum of 4 years experience in coordinating resolution of incidents and service requests, coordinating technical resources to achieve service levels and targets and providing reports around incident and service request resolution. TECHNICAL / LEGAL CERTIFICATION ITIL v3 Foundation Certification (advantageous) RESPONSIBILITIES: Must be able to work shifts according to client requirements. Must be willing or able to work weekends and after hours when required. Manage escalations and know the escalation process FINANCIAL PERSPECTIVE: Manage tools of trade Reduce operational expenses Manage operational expenses Accurate record keeping of related items (travel, cell phone, overtime, standby, leave, etc.) CUSTOMER PERSPECTIVE: Incident assignment Identify unassigned incidents on NetHelpDesk Incident resolution Monitor the status and progress towards resolution of open incidents and requests. Incident reassignment Monitors the actual number of incorrect assignments Incident outstanding Monitor the number of outstanding incidents and requests logged Incident feedback Manages the work load of incident and request handling support staff within organisational context INTERNAL PERSPECTIVE: Ad hoc projects Management of the project life cycle of ad hoc projects Team work Effective resource scheduling, coordination, contribution and cooperation within the team environment LEARNING AND GROWTH PERSPECTIVE: Talent database Ensure CV updated and remains current on target management system Execute personal development plan (PDP) Participate in activities as discribed in personal development plan Knowledge sharing Participate in opportunities for knowledge sharing within the team and relevant communities of practice (COPs)

Location: Midrand, ZA

Posted Date: 6/13/2025