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Open nowFirst seen 4 days ago

IT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape Town

MyCareerCraft185 open roles

Where
Cape Town, Western Cape, South Africa
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Your applicationOpen nowIT Helpdesk & SLA Coordinator / Administrator (Permanent) Cape TownMyCareerCraft · Cape Town, Western Cape, South Africa

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  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MyCareerCraft's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 4 days ago

The posting

We're looking for a sharp, organised Helpdesk Administrator to be the engine behind our technical support operations. You'll be the link between clients and our engineering teams — keeping tickets moving, SLAs on track, and clients informed every step of the way.

What you'll be doing

  • Log and manage support tickets end-to-end in the CRM, ensuring accurate detail and timely closure
  • Monitor ticket lifecycles daily and drive 95% SLA compliance across open, pending, and escalated cases
  • Coordinate and reprioritise engineer schedules, minimising downtime and ensuring the right resources reach the right jobs
  • Maintain proactive client communication from ticket creation to resolution — managing expectations and de-escalating professionally
  • Ensure all billable work is fully documented and closed out correctly, protecting revenue and billing integrity
  • Identify bottlenecks, flag recurring issues, and report operational risks before they escalate
  • Strong CRM and ticketing system experience (Freshdesk, Zoho, ServiceNow, Autotask or similar)
  • Excellent written and verbal communication skills
  • Highly organised with sharp attention to detail
  • Calm under pressure in high-volume environments
  • Solid understanding of SLA-driven support environments
  • Assertive, accountable, and process-driven mindset

What we're looking for

Qualifications & Experience

Minimum requirements

  • Matric / Grade 12 (essential)
  • Diploma or degree in IT, Information Systems, or Business Administration (advantageous)
  • 1–3 years' experience in a helpdesk, service desk, or IT support administration role

Experience that will set you apart

  • Hands-on CRM or ticketing system administration
  • Exposure to billing documentation and revenue reconciliation in a support environment
  • Experience coordinating technical field or engineering teams
  • Familiarity with escalation procedures and SLA reporting

If you have not heard from us within 14 days, please consider your application unsuccessful

#mycareercraft #mycareercraftjobs #jobsmycareercraft #ITJobs #desktopjobs #jobscapetown #itjobscapetown

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