Helpdesk Coordinator

About the role

Icebolethu Group, a funeral assurance group and authorised financial service provider, is looking for a Helpdesk Coordinator to run its Group ICT Service Desk in Durban. The role is the operational face of ICT, handling end-user incidents and service requests within agreed SLAs while leading a small team of technicians.

Key responsibilities

• Oversee the incoming ticketing queue, categorise, prioritise and allocate incidents so SLAs are met.
• Act as escalation point for complex issues, coordinating with internal tiers or external vendors.
• Manage user onboarding and offboarding, including account creation, hardware assignment and access control.
• Lead daily stand-ups and weekly reviews with technicians, and run random ticket audits.
• Maintain the internal service desk knowledge base and IT asset registers.
• Produce weekly and monthly performance reports and run monthly CSAT surveys to drive continuous improvement.

Required profile

• Matric (Grade 12); National Diploma or degree in IT, Computer Science or a related field.
• 2 years of experience as a Service Desk Coordinator or Team Lead, preferably in a corporate, financial services or multi-site environment.
• Valid driver's licence (Code B/EB).
• ITIL 4 Foundation certificate is mandatory or must be completed within 6 months.

Required skills

• Solid understanding of ITIL 4 (incident, request and change management).
• Microsoft 365, Entra ID (Azure AD), Active Directory and modern ITSM ticketing platforms.
• Ability to lead a small team, delegate workloads and explain technical issues simply.