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

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 befo...