Job Description

Truworths Careers – IT Service Desk Co

IT Service Desk Co-ordinator – Truworths Careers

Job Description
Truworths Careers is seeking a technically skilled and customer-focused IT Service Desk Co-ordinator to join the Store Support Service Desk team. This role provides 2nd and 3rd line hardware and software support to all Truworths stores, while also contributing to process improvement through SOP development, knowledge management, and coaching of the Service Desk team.

Key Responsibilities

• Provide 2nd and 3rd line IT support for hardware and software issues across all stores
• Manage and troubleshoot escalated incidents from stores and operations teams
• Investigate recurring issues to identify root causes and implement solutions
• Monitor outstanding incidents and escalate where necessary in line with SLA timelines
• Prepare and present trend reports on frequent incidents to line management
• Maintain effective communication with clients regarding resolution and escalations
• Serve as key contact for area, regional, and divisional managers, as well as liaising with Distribution Centres, System Owners, Finance, and Infrastructure teams
• Prioritise and manage incidents to ensure resolution within agreed SLAs
• Contribute to the Service Desk knowledge base and provide training to staff and stores
• Coach, mentor, and support the Service Desk team to ensure high performance and customer satisfaction
• Ensure team members are trained and equipped to handle all IT service requests effectively
• Participate in after-hours standby and shift work as required

Qualifications and Experience

• Matric plus A or N certification in IT or related field
• Familiarity with ITIL framework
• Minimum 5 years’ experience in a Service Desk/Helpdesk environment, with at least 3 years providing direct support at Co-ordinator or 3rd line level
• Strong understanding of retail IT systems; in-store retail experience advantageous
• Demonstrated problem-solving and analytical skills
• Well-developed communication and customer service abilities
• High attention to detail and accuracy
• Ability to plan, organise, and manage time effectively under pressure
• Flexibility to work shifts, weekends, public holidays, and standby

Competencies

• Strong customer service orientation
• Proven leadership and team management skills
• Analytical mindset with strong problem-solving capability
• Excellent administration, written, and verbal communication skills
• Effective time management and prioritisation
• Highly self-motivated, driven, and results-focused
• Team-oriented with ability to foster collaboration and knowledge sharing

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