Call Coordinator Administrator

iOCO Infrastructure Services (iOCO IS) is seeking a highly organised, detail-oriented, and self-sufficient Call Coordinator Administrator to join its team in Sasolburg.

The ideal candidate will have experience working in an IT Service Desk, call coordination, or similar support environment, with strong administrative and communication skills.

The successful candidate will be responsible for coordinating and managing service desk tickets, maintaining accurate records, supporting reporting and quality-control activities, monitoring Service Level Agreements (SLAs), and communicating directly with users.

The role requires someone who can work independently, manage multiple priorities, and maintain a consistently high standard of service in a fast-paced environment.

• Manage and coordinate service desk tickets.
• Ensure tickets are accurately recorded and updated.
• Monitor tickets and follow up on outstanding activities.
• Ensure service requests are handled within the required timeframes.
• Assist with the coordination and administration of service desk activities.

• Perform general administrative duties within the IT support environment.
• Maintain accurate and up-to-date records.
• Assist with reporting and service desk administration.
• Ensure relevant information is captured correctly.
• Support the preparation and maintenance of service-related reports.

• Perform quality-control activities on service desk processes.
• Monitor and manage Service Level Agreement (SLA) requirements.
• Ensure that service desk activities comply with required processes and standards.
• Identify outstanding or delayed activities and follow up where necessary.
• Maintain a high level of accuracy and attention to detail.

• Communicate directly with users regarding service requests and queries.
• Provide support and assistance through verbal and written communication.
• Respond to user queries professionally and efficiently.
• Maintain clear and accurate communication with users and relevant stakeholders.
• Ensure users receive a consistently high standard of service.

• 1–2 years of administrative experience in one or more of the following environments:
  • IT Service Desk
  • Call Coordination
  • IT Support
  • Customer Support
  • Similar administrative or support environment

• Grade 12 / Matric.

• ITIL Foundation V3 certification.