Helpdesk Coordinator

Position title

Helpdesk Coordinator

Description

• REFERENCE NUMBER: IG-2026-ICT-002

• Icebolethu Group is an authorised Financial Service Provider FSP45714 and a Level 1 BBBEE Contributor is South Africa's second largest Funeral Assurance Group. Winner of the Standard Bank KZN - Top Brand award for 2022 provides a centre of excellence and a leading provider of dignified burial solutions.

• We are seeking a Helpdesk Coordinator to drive the day-to-day operations of our Group ICT Service Desk. This role functions as the operational face of ICT, ensuring all end-user incidents and service requests are efficiently logged, prioritized, and resolved within agreed SLAs while leading a small team of technicians. This role will be based at our Durban offices within the Group ICT Department a Division of Icebolethu Group.

Responsibilities

• Minimum Qualifications.

• Qualifications: Matric (Grade 12)

• National Diploma/Degree in IT, Computer Science, or a related field

• ITIL 4 Foundation certificate is mandatory (or to be completed within 6 months)

• Compliance: Valid driver's license (Code B/EB) is required.

• Experience and Knowledge required

• 2 years of experience in a Service Desk Coordinator or Team Lead role, ideally within a corporate, financial services, or multi-site environment.

• Skills and Competencies required

• IT Service Management: Solid understanding of ITIL 4 frameworks (Incident, Request, and Change management).

• Technical Proficiency: Experience with Microsoft 365, Entra ID (Azure AD), Active Directory, and modern ITSM ticketing platforms.

• Leadership & Triage: Ability to lead a small technical team, delegate workloads, and remain calm under pressure.

• Communication: Exceptional customer service skills with the ability to explain technical issues in plain language.

• Key Performance Areas

• Operations & SLA Management

• Oversee the incoming ticketing queue; categorize, prioritize, and allocate incidents to ensure strict SLA compliance.

• Act as an escalation point for complex technical issues, coordinating with internal tiers or external vendors.

• Manage user onboarding/offboarding processes, covering account creation, hardware assignment, and access control.

• Team Leadership & Quality Control

• Lead daily stand-ups and weekly reviews with technicians to optimize workloads and unblock issues.

• Conduct random ticket audits to ensure high-quality technical documentation and resolution standards.

• Maintain and update the internal Service Desk knowledge base and IT asset registers.

• Reporting & Performance Analysis

• Produce weekly and monthly performance reports (tracking ticket volumes, resolution times, and recurring trends) for ICT Management.

• Drive continuous improvement by running monthly user-satisfaction (CSAT) surveys and implementing feedback.