The ideal candidate is a proactive and well-organised IT Service Management professional with a strong understanding of Incident and Request Management processes. They remain composed under pressure, are highly customer-focused, and effectively coordinate between technical teams and business stakeholders to ensure timely resolution and service delivery. They consistently monitor SLAs, manage escalations, and maintain accurate reporting in alignment with ITIL best practices.

The Coordinator: Incident and Request Management is responsible for overseeing the end-to-end handling of IT incidents and service requests in line with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). The role is focused on restoring normal service operations as quickly as possible, minimising business disruption, and ensuring a high standard of customer satisfaction.

Job Purpose

To coordinate the timely resolution of incidents and fulfilment of service requests on a national scale.

Education and Experience

Minimum Requirements:

• National Diploma / Advanced Certificate (NQF 6) in Information Technology
• 3 years’ experience in IT Service Management, Service Desk, or Incident Management, including 1–2 years at a knowledge worker level

Alternative:

• Senior Certificate (NQF 4)
• 5 years’ relevant experience, including 1–2 years at a knowledge worker level

Key Responsibilities

Process

• Coordinate the logging, prioritisation, tracking, escalation, and closure of IT incidents and service requests
• Ensure adherence to ITIL processes and internal standard operating procedures
• Communicate effectively on queries and transactional outputs
• Deliver against performance objectives and agreed SLAs
• Identify and resolve issues in line with procedures, escalating where necessary
• Plan and manage workload efficiently to meet targets
• Monitor and report on service delivery progress for decision-making
• Maintain high-quality output, ensuring accuracy, efficiency, and continuous improvement
• Route unresolved issues to appropriate second-line support teams
• Build and maintain strong working relationships with internal stakeholders and third parties
• Coordinate Major Incidents within an enterprise environment

Governance

• Adhere to governance, compliance, and legislative requirements
• Ensure all work aligns with policies and procedures, reporting any deviations

People

• Continuously evaluate personal performance and seek development opportunities
• Take accountability for meeting performance, quality, and service delivery standards

Finance

• Follow financial policies and procedures to prevent wasteful or unauthorised expenditure

Client

• Promote a culture of service excellence and strong client relationships
• Ensure customer expectations are met or exceeded
• Monitor and escalate incidents to ensure SLA compliance

Behavioural Competencies

• Accountability
• Customer Service Orientation
• Fairness and Transparency
• Honesty and Integrity
• Respect
• Stakeholder Engagement and Management
• Trust

Technical Competencies

• Customer Relationship Management
• Knowledge of Functional Policies and Procedures
• Query Resolution
• SARS Systems and Products
• Standard Operating Procedure Compliance