Call Coordinator Administrator at iOCO

iOCO Infrastructure Services is seeking a highly organized, meticulous, and communicative Call Coordinator Administrator to join their Managed Services team supporting enterprise clients. Based in an administrative IT support capacity serving clients from Sandton/Sasolburg operations, this position plays an essential part in managing end-user tickets, coordinating technical workflows, and ensuring seamless IT service delivery across diverse business environments.

As a Call Coordinator Administrator, you will be the front-facing operational link between technical support engineers and business users. Your daily activities will focus on monitoring the Service Desk ticket queues, triaging incoming technical requests, tracking Service Level Agreements (SLAs), and maintaining accurate reporting metrics to ensure customer issues are resolved swiftly and efficiently.

Key Responsibilities & Core Duties

• Manage the end-to-end ticketing lifecycle by logging, assigning, categorizing, and tracking IT incidents and service requests.
• Communicate regularly with end users via telephone and email to provide updates, gather technical details, and verify issue resolution.
• Monitor and enforce Service Level Agreement (SLA) timelines, escalating overdue or critical incidents to appropriate technical teams.
• Perform daily quality control checks and produce routine operational administration reports for service desk management.
• Maintain high standards of administrative documentation and adherence to ITIL-aligned service management standards.
• Collaborate effectively with field engineers, remote support specialists, and external service vendors.

Ideal Candidate Profile & Core Attributes

• Excellent verbal and written English communication skills suitable for professional corporate client engagement.
• Strong administrative discipline, analytical capabilities, and thorough attention to detail.
• A calm, service-driven disposition able to handle high ticket volumes and multiple incoming inquiries calmly.
• Self-sufficiency and initiative with a solid interest in IT service desk processes.

Learning, Mentorship & Career Progression

Working with iOCO offers candidates broad operational exposure to large-scale managed IT infrastructure environments. Team members gain direct insight into ITIL frameworks, modern ticketing platforms, and enterprise service delivery, establishing a foundation for career progression into junior IT support, incident management, or IT operations coordination.

Estimated Salary Range (Market Benchmark)

The hiring employer has not officially specified a salary for this position. Based on South African market data and industry benchmarks for an entry-level IT call coordinator / service desk administrator role, the estimated remuneration is approximately R10,000 – R16,000 per month. Please note that this is an industry estimate and actual remuneration will be determined by the employer based on qualifications, experience, and internal pay structures.

How to Apply & Submission Guidelines

Interested candidates should complete their application on the official iOCO career portal. Please attach your comprehensive CV highlighting relevant customer service, administration, or IT service desk support experience.

• Grade 12 / Matric certificate.
• 1 to 2 years of administrative experience within a Service Desk, Call Coordination, or IT support environment.
• Computer and MS Office literacy (Administrative Certificate advantageous).
• Fluent English communication skills (both verbal and written).
• ITIL Foundation certification is advantageous.
• Valid driver's license and own reliable transport.