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RS Recruitment Services is assisting a well established organisation in the IT services / Managed Services industry to recruit a SERVICE OPERATIONS COORDINATOR (half-day), to be based at their offices

RS Recruitment & Training
16 hours ago
Full-time
On-site
Crysler, Canada

Introduction

RS Recruitment Services is assisting a well‑established organisation in the IT services / Managed Services industry to recruit a SERVICE OPERATIONS COORDINATOR (half-day), to be based at their offices in Durban, Westville.
 

Remuneration:

  • Half‑day (08:00–13:00): R9 000 – R12 500 CTC per month

 

Our client is a growing Managed Service Provider (MSP) offering IT support, monitoring, and technology solutions to a wide range of customers. They pride themselves on operational discipline, excellent customer service, and a “no dropped balls” culture.

Duties & Responsibilities

Key responsibilities, but not limited to:

 

Ticketing & Workflow Coordination

  • Review incoming tickets for accuracy, categorisation, and urgency
  • Ensure tickets are updated and closed within SLA
  • Send structured reminders to technicians
  • Maintain daily ticket hygiene dashboards
  • Identify recurring issues and escalate patterns

 

Customer & Licensing Accuracy

  • Maintain accurate customer staff lists
  • Reconcile staff changes with Microsoft 365 licensing
  • Flag discrepancies between licensing and billing
  • Assist with onboarding/offboarding workflows

 

Monitoring & Alert Management

  • Monitor alerts, backups, and security notifications
  • Log tickets for technical teams
  • Track follow‑ups to ensure nothing is missed

 

 

 

 

Sales, Labour & KPI Tracking

  • Assist with monthly sales and labour utilisation tracking
  • Maintain KPI dashboards
  • Prepare bi‑annual KPI summaries
  • Track SLA compliance, turnaround times, and customer satisfaction
  • Provide weekly KPI snapshots

 

Customer Satisfaction Monitoring

  • Track survey results and feedback
  • Identify negative trends and escalate
  • Follow up with customers when needed
  • Maintain a customer touchpoint log

 

Supplier Coordination & Marketing Support

  • Source specials and pricing
  • Collate product images and descriptions
  • Assist with email flyers and promotional content
  • Maintain a catalogue of approved specials

 

Office & Workshop Organisation

  • Keep office and workshop areas tidy
  • Maintain the workshop outbox
  • Track low‑stock items and prepare restock requests
  • Optional: assist with local drop‑offs and pickups

 

Internal Process Discipline

  • Provide structured reminders to technicians
  • Maintain operational checklists
  • Identify process gaps and recommend improvements
  • Support a culture of accountability without policing

Desired Experience & Qualification

The ideal candidate should have/be the following:

 

  • Strong organisational and workflow management skills
  • High attention to detail
  • Confident communicator who can remind technicians firmly but respectfully
  • Comfortable with structured processes and checklists
  • Ability to learn new systems quickly
  • Customer‑focused mindset
  • Interest in technology (no experience required)
  • Experience in an MSP, IT service desk, or operational support role (advantageous)
  • Exposure to ticketing systems such as Autotask, ConnectWise, or Halo (advantageous)
  • Basic understanding of Microsoft 365 licensing (advantageous)
  • Experience with KPI tracking or basic reporting (advantageous)

Package & Remuneration

Remuneration:

 

  • Half‑day: R9 000 – R12 500 CTC per month (Dependent on experience and MSP exposure)

Interested?