Datafin IT Jobs 2023 for Service Desk Coordinator

DataFin was established in 1999. We pride ourselves on the fact that we have established relationships with industry leaders and a vast majority of our business is repeat business.

Job Title: Service Desk Coordinator
Location: Tokai

Job Summary:
Duties & Responsibilities:

ENVIRONMENT:

A fast-paced provider of Financial Solutions based in Tokai seeks a strong technical & customer-centric Service Desk Coordinator who will serve as the central point of contact for all IT related incidents and service requests, managing client calls & expectations and providing critical 1st Line Support to all staff. Your role will also include obtaining quotes for procurement items, ensuring all invoices are loaded onto the system and followed up for payment while also managing assets to ensure the correct tagging process is followed. The ideal candidate will be articulate in communicating technical issues with strong problem-solving ability and have completed Matric/Grade 12, preferably have an ITIL and AZ-900 or similar Certification with at least 3-5 years’ work experience in an ITSM and customer support environment.

DUTIES:

Service Desk –

Manage all client calls and client expectations.
All incoming incidents/service requests should be assigned in an accurate and timeous manner.
All incidents/service requests to be assigned within 15 minutes of being logged.
Log all incidents/requests via telephone or walk-ins.
Assign incidents/request to the correct IT sector.
Set category and priority for all incidents/requests.
Follow-up on incidents/requests with respective IT Technicians/Engineers.
Manage client/s expectations with via email correspondence.

Procurement –

Understand the procurement needs and request/s from clients, Technicians, System Engineers and IT management.
Obtain quotes for procurement Items.
Walk quotes through proper channels (approval process).
Procure correct items.
Follow-up with supplier/s.
Sign receipt of correct procured items delivered.
Complete procurement process on the system.

Admin –

Ensure all invoices match procured items.
Ensure all invoices are signed off by Head of IT.
Submit all invoices (scanned) to Finance Department.
All invoices to be loaded on system and follow procurement process for payment.
Manage Assets –

Ensure correct asset tagging process to followed or all entities.
Load asset information on the system.
Upload invoice to respective asset.
Assign item/s to respective Technician/Systems Engineer for implementation after asset tagging.
REQUIREMENTS:

Matric / Grade 12 as a minimum.
Preference for a related qualification ITIL and AZ-900.
3-5 Years related experience in ITSM and customer support environment.
ATTRIBUTES:

Integrity and discretion.
High attention to detail.
Able to take initiative and ownership.
Strong problem-solving ability.
Able to work independently.
A positive team player.
Articulate in communicating technical issues.
Highly methodical and follows tasks through to completion.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

Desired Experience & Qualification:
see Duties & Responsibilities

Package & Remuneration:
Negotiable