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 before they escalated Strong CRM and ticketing system experience ...