Service Desk Coordinator at Prescient

Purpose of role:

• The Prescient Service Desk serves as the single, trusted point of contact for all Prescient IT-related incidents, requests, and support queries. The role is responsible for managing all client interactions, ensuring effective communication, timely resolution of issues, and consistent management of client expectations in line with agreed service levels.

Duties and 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 experience:

• 2-5 years’ relevant experience in an IT Service Management (ITSM) and customer support environment.
• Proven experience working as a Service Desk Technician or in a similar customer-facing IT support role.
• Solid understanding of computer systems, mobile devices, and other related technology products.
• Excellent verbal and written communication skills, with the ability to engage clearly and professionally with users at all levels.
• Strong customer-service orientation, with the ability to remain calm, patient, and solution-focused under pressure.

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.

Key competencies:

• Demonstrates high levels of integrity and discretion, with the ability to handle sensitive information responsibly.
• Strong attention to detail, ensuring accuracy in logging, documentation, and follow-through.
• Takes initiative and ownership of tasks and issues from initiation through to resolution.
• Exhibits strong analytical and problem-solving skills, with a structured approach to diagnosing issues.
• Able to work independently and proactively, while effectively managing time and priorities.
• A positive and collaborative team player, contributing constructively within a team environment.
• Articulate and confident in communicating technical issues to both technical and non-technical stakeholders.
• Highly methodical and disciplined, consistently following tasks through to completion and adhering to defined processes and procedures.