Helpdesk Co-Ordinator and Client Liason

Our client based in Langebaan is looking for aHelpdesk Co-Ordinator to join their team.

Job Title:Help Desk Coordinator / Client Liaison

Department:Technical Support / Helpdesk
Reporting To:Technical Manager
Position Type:FullTime
Systems Used:Odoo Ticketing Acronis Backup Console Microsoft 365 Admin Remote Support Tools Email WhatsApp Telephony

Role Overview

The Help Desk Coordinator / Client Liaison is responsible for ensuring an efficient professional and customercentric frontline support experience. The role combineshelpdesk administrationclient communication andtechnical support coordinationto ensure service delivery excellence.

You will manage the helpdesk allocate tickets and technicians monitor SLAs maintain communication with clients and perform administrative and reporting duties. The role requires strong organisational skills attention to detail and the ability to assess client needs accurately to achieve effective resolutions.

Key Duties & Responsibilities A. Help Desk Coordination

• Manage all incoming support requests including WhatsApp calls emails and Odoologged tickets.
• Ensure tickets are complete with accurate client details and issue descriptions.
• Prioritise evaluate and assign tickets to Field Technicians based on skill level availability and urgency.
• Provide Level 1 support such as password resets email issues printing problems connectivity issues VPN access and Microsoft 365 issues.
• Coordinate escalation of Level 2 issues including server access network problems backup failures and permission configuration.
• Maintain continual communication with clients regarding ticket progress and ensure timeous updates and followups.
• Ensure all helpdesk tickets are completed verified properly logged and closed within SLA guidelines.

B. Client Liaison & Communication

• Act as the primary touchpoint for client problems queries concerns and service requests.
• Ensure a customercentric approach is applied to every interaction.
• Build strong relationships through proactive communication and service excellence.
• Capture all communication logs in Odoo.

C. Technical Administration & Backup Monitoring

• Perform daily Acronis backup checks: confirm successful completions investigate failures restart jobs and escalate major issues.
• Document all technical actions and troubleshooting steps within the ticketing system.
• Monitor technician workloads and ensure accurate timetracking for billing.

D. SLA Monitoring & Reporting

• Ensure SLA clients tickets are logged prioritised and updated in line with contractual commitments.
• Generate monthly statistics and service performance reports.
• Identify gaps and areas for improvement in service processes and escalate where necessary.

E. Administration Documentation & Billing

• Manage Field Technician timesheets ensuring accuracy and alignment with assigned tasks.
• Prepare weekly and monthly support reports.
• Assist with technical letters insurance letters quotations and client documentation.
• Coordinate billable tickets with the Accounts Department to ensure accurate customer billing.

F. Adhoc Support

• Assist the broader Technical Team in resolving service delivery challenges.
• Support finance with billing queries and administrative tasks.
• Liaise with suppliers for quotations and service coordination as required.

Tools & Systems Used

• Odoo Ticketing System
• Acronis Backup Console
• Microsoft 365 Admin Portal
• Remote Support Platforms
• Email & Telephony Systems
• WhatsApp (Business & Personal)

Competencies & Requirements

• Matric (Grade 12) minimum.
• 2 years Customer Care experience.
• Basic IT and administrative experience.
• Strong organisational prioritisation and timemanagement abilities.
• Excellent written and verbal communication skills.
• Ability to analyse user needs and assess appropriate resolutions.
• Strong documentation and reportwriting abilities.
• Customercentric approach with ability to multitask under pressure.

Personal Skills

• Strong relationshipbuilding and interpersonal skills.
• Ability to work independently with minimal supervision.
• Excellent command of English (written and spoken).
• Good listening ability and attention to detail.
• Strong work ethic and professional attitude.

Disclaimer

This Job Description is not exhaustive and may be adjusted to meet organisational needs. Additional responsibilities may be assigned as required.

How to Apply

Should you wish to apply please submit your CV via this job board or email.

Surgo (Pty) Ltd will consider all applications in line with its Employment Equity (EE) commitment and encourages candidates from diverse backgrounds including people with disabilities to apply. Due to the high volume of applications if you do not hear from us within 3 months please consider your application unsuccessful. Your CV will remain on our database for future opportunities unless you request otherwise. Surgo (Pty) Ltd will never charge applicants any fees.