Help Desk Service Coordinator / Dispatcher

About the Role:

The Service Coordinator is the first point of contact for client support requests and the traffic controller of our help desk. You will receive, prioritize, and route tickets to the right technician, keep clients informed, and make sure every request meets its service-level agreement (SLA). This role is not primarily hands-on technical repair. It requires strong judgment, organization, clear communication, and enough technical understanding to triage issues accurately. Our clients are accounting firms, so the role is especially demanding during tax season (January through April and October).

Key Responsibilities:

- Answer client phone calls, emails, and portal requests, and create accurate, well-documented tickets in our PSA (ConnectWise)

- Triage and prioritize incoming tickets by business impact and urgency (P1 through P4)

- Dispatch tickets to the appropriate technician based on skill level, availability, and priority

- Schedule onsite visits, remote sessions, maintenance windows, and new-user onboarding

- Monitor ticket queues and SLA timers, and escalate tickets at risk of breaching SLA

- Send clear, professional status updates to clients during outages and delayed issues

- Handle frustrated or upset clients calmly and professionally

- Verify caller identity before any account change or password reset, following documented security procedures

- Recognize and escalate potential security incidents such as phishing, credential compromise, and suspicious payment or banking-change requests

- Follow up on open tickets and confirm resolution with clients before closure

- Keep ticket notes, contacts, and client documentation accurate and up to date

Required Skills:

- Prioritization and triage under pressure with multiple competing requests

- Scheduling and resource coordination across a small technical team

- Excellent written English: concise, professional client emails and ticket notes

- Excellent verbal communication and phone etiquette

- Customer service and de-escalation skills

- Strong attention to detail and accurate data entry

- Understanding of SLAs, business hours, and response/resolution time calculations

- Security awareness: social engineering, phishing, caller verification, and business email compromise (BEC) red flags

- Basic IT literacy: Microsoft 365 (Outlook, Teams, user accounts, password resets), Windows, printers and scanners, remote desktop and hosted desktop environments, basic networking concepts (internet outage vs. single-device issue)

Preferred Qualifications:

- 1 to 3 years of experience in help desk, IT dispatch, service coordination, or customer support

- Experience with a PSA or ticketing system (ConnectWise Manage/PSA, Autotask, Zendesk, Zoho Desk, or similar)

- MSP experience

- Familiarity with accounting firm software such as CCH ProSystem fx, CCH Axcess, or QuickBooks

- Comfortable working across time zones and coordinating US business-hours coverage

Traits We Value:

- Calm and organized when things are busy

- Takes ownership and follows through without being reminded

- Follows procedures consistently, especially security procedures, even when a client pushes back

- Communicates proactively and does not leave clients wondering about status

Assessment Focus:

Candidates should be evaluated on ticket prioritization and triage, dispatch and scheduling decisions, SLA calculations, ticket documentation quality, caller identity verification, phishing and social engineering recognition, written client communication, and handling upset clients.

Pay: From R14 700,00 per month

Work Location: Remote