Helpdesk Coordinator

A helpdesk is only as good as the person coordinating it. When tickets are triaged well, whole teams move faster.

Job Overview

Our UK-based client is hiring a Helpdesk Coordinator to be the organised, calm centre of their support operation. This is a full-time, fully remote position for a South African professional who enjoys bringing order to a busy queue. You will log, triage and route requests, keep users informed, and make sure nothing sits unanswered.

About Our Client

Our client is an established UK company whose teams and customers rely on fast, dependable support. As the business has grown, so has the volume of requests, and they now need a dedicated coordinator to keep the helpdesk sharp. You will work with a friendly, capable team that takes service standards seriously.

Key Responsibilities

- Log, categorise and prioritise incoming tickets so urgent issues surface immediately

- Route requests to the right people and chase them through to resolution

- Keep users updated with clear, friendly communication at every stage

- Monitor response and resolution times against agreed service levels

- Maintain the knowledge base so common fixes are documented and reusable

- Produce simple weekly reports on volumes, trends and recurring issues

What You Will Be Doing Day-to-Day

You will start each day by reviewing the queue: what came in overnight, what is ageing, what needs escalating. Through the day you will acknowledge new requests quickly, assign them accurately, and nudge anything drifting toward a deadline. You will spot patterns, flag recurring problems for permanent fixes, and keep the documentation current so the same question never needs solving twice. Users will remember you as the person who kept them informed even when the fix took time.

If you are a systematic, service-minded South African professional based in South Africa, this is a stable remote role where consistency and care are genuinely noticed and rewarded.

- 2+ years' experience in helpdesk coordination, service desk or support administration

- Excellent written and spoken English with a clear, patient communication style

- Confident with tech tools: ticketing systems, spreadsheets and shared documentation platforms

- Proven reliability: stable fibre internet, backup power for load shedding, and a quiet home office

- Strong prioritisation and follow-through, staying calm when the queue gets busy

- Genuine attention to detail with accurate logging and reporting

Full-time remote position working for a UK-based employer. Competitive salary paid in ZAR. Long-term stable role. Supportive team environment. Direct access to founder-led business.