Service Desk Coordinator (Prescient Centralised Services)

DUTIES & RESPONSIBILITIES

The IT Service Desk is the central point of contact for all IT-related incidents and service requests at Prescient. The Service Desk provides first-line support to all staff and coordinates the resolution of requests across the relevant IT support teams.

Service Desk

• Respond promptly and professionally to all IT-related calls, incidents, and service requests.
• Log all incidents and service requests accurately via supported channels.
• Assign tickets to the correct IT support team within 15 minutes of logging.
• Apply appropriate categorisation, priority, and impact to all tickets.
• Follow up with technicians and engineers to ensure timely resolution.
• Communicate clearly with users and provide regular updates throughout the ticket lifecycle.

Procurement

• Assess and understand procurement requirements from clients, technicians, system engineers, and IT management.
• Source, obtain, and review quotations for requested IT equipment and services.
• Ensure accurate procurement of approved items in line with requirements.
• Liaise with suppliers and track delivery status to ensure timely fulfilment.
• Verify and sign off on the receipt of correct items upon delivery.
• Ensure all procurement activities are accurately documented and recorded in the system.

Administration

• Verify that all supplier invoices correspond with approved and delivered procurement items.
• Ensure all invoices are reviewed and approved by the IT End-User Support Manager prior to processing.
• Scan and submit approved invoices to the finance department.
• Capture and upload invoices into the system and follow the defined procurement and payment workflows.

Asset Management

• Tag all IT assets in accordance with Prescient’s asset management standards.
• Capture and maintain accurate asset records in the asset management system.
• Link relevant invoices and procurement documentation to corresponding assets.
• Allocate and assign tagged assets to the appropriate technician or systems engineer for deployment and implementation.

Technical Support

• Provide first-line technical assistance to clients telephonically and via remote support tools.
• Perform remote troubleshooting using structured diagnostic techniques and targeted questioning.
• Guide clients through step-by-step problem resolution where possible.
• Escalate unresolved or complex issues to second- or third-line support in line with escalation procedures.
• Document incidents, resolutions, and outcomes accurately within the system and knowledge base.
• Contribute to and create technical documentation, including Standard Operating Procedures (SOPs), based on resolved incidents and technical resolutions.
• Capture and relay client feedback, trends, and improvement suggestions to relevant internal teams.
• Proactively identify opportunities to improve Service Desk processes, tools, and support procedures.

REQUIRED QUALIFICATIONS

• Matric (Grade 12) as a minimum qualification.
• CompTIA A+ and CompTIA Network+ certifications preferred.
• ITIL Foundation certification would be advantageous, supporting ITSM processes and service delivery best practices.
• Foundational understanding of AI concepts, with the ability to work confidently with AI-powered tools and chatbots, would be advantageous.