IT Service Desk Co - Ordinator

Truworths is hiring for the IT Service Desk Co - Ordinator role in Cape Town, Western Cape. The role closes on 4 May 2026. Applicants should review the requirements and apply through the official vacancy page.

Minimum Requirements

• Qualifications and Experience Key Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.
• Qualifications and Experience Key Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues. Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.
• and Experience Qualifications and Experience Key Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues. Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.

Responsibilities

• • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues. Responsibilities • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.
• • To provide 2nd and 3rd line support to stores on all hardware and software-related issues • Manage and troubleshoot escalations raised by stores and the operations teams • Investigate incidents and problem areas to identify the root cause and find solutions • Provide trend reports to the line manager on frequent incidents • Monitor and escalate outstanding incidents as per the agreed SLA timelines • Follow up and communicate with all clients upon resolution and escalations • Work after-hours standby • Key communication/contact for all area/regional/divisional managers within the business • Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure • Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines • Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores) • Provide coaching, mentoring, support, and motivation to the Service Desk team • Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.