IT Service Desk Co-Ordinator at Truworths

We are looking for an IT-passionate and customer service-focused individual to join the Truworths Store Support Service Desk team. As an IT Service Desk Co-ordinator you will be responsible for 2nd line and 3rd line hardware and software support to all Truworths stores. You will also have the responsibility of developing SOPs, updating Knowledge Base, and providing coaching and training to the team.


Key Responsibilities


To provide 2nd and 3rd line support to stores on all hardware and software-related issues
Manage and troubleshoot escalations raised by stores and the operations teams
Investigate incidents and problem areas to identify the root cause and find solutions
Provide trend reports to the line manager on frequent incidents
Monitor and escalate outstanding incidents as per the agreed SLA timelines
Follow up and communicate with all clients upon resolution and escalations
Work after-hours standby
Key communication/contact for all area/regional/divisional managers within the business
Liaising with Distribution Centres, System Owners / Developers, Finance, Infrastructure
Prioritise, and manage incidents ensuring and ensure that calls are resolved within SLA timelines
Contribute to knowledge-base documentation and provide training to staff (Service Desk Team and stores)
Provide coaching, mentoring, support, and motivation to the Service Desk team
Ensure all members of the Service Desk team are adequately trained and equipped to assist customers with all issues.


Qualifications and Experience

Qualifications


Matric and A or N certification
Familiar with ITIL Framework


Experience / knowledge


Minimum of 5 years of experience within a Service Desk / Helpdesk environment of which a minimum of 3 years support stores directly at a Co-ordinator level / 3rd line support level.
Good understanding of the retail environment and the systems that support stores
Retail in-store experience would be advantageous
Problem-solving ability
Well-developed communication skills
Customer Service
Accuracy and attention to detail
Adaptability
Planning and organising ability with highly effective time management skills
Ability to work under pressure and think on your feet
Must be able to work shifts (incl. weekends and public holidays)
Must be willing to work standby


Competencies


Customer Services orientation
Proven leadership track record
Attention to detail and analytical
Problem solving mindset
Strong administration skills
Excellent written and verbal communication skills
Effective time management
Highly self-motivated and driven
Strong Team Orientation


Deadline:4th May,2026