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 (Freshdesk, Zoho, ServiceNow, Autotask or similar) Excellent written and verbal communication skills Highly organised with sharp attention to detail Calm under pressure in high-volume environments Solid understanding of SLA-driven support environments Assertive, accountable, and process-driven mindset What we're looking for Qualifications & Experience Minimum requirements Matric / Grade 12 (essential) Diploma or degree in IT, Information Systems, or Business Administration (advantageous) 1–3 years' experience in a helpdesk, service desk, or IT support administration role Experience that will set you apart Hands‑on CRM or ticketing system administration Exposure to billing documentation and revenue reconciliation in a support environment Experience coordinating technical field or engineering teams Familiarity with escalation procedures and SLA reporting #J-18808-Ljbffr