Location
Remote, Remote, South-Africa
Posted
July 12, 2026
Job Description
Responsibilities
Manage the daily operations of the Roster Helpdesk by monitoring incoming queries, logging issues, and assigning helpdesk tickets to the appropriate department or responsible individual;
Ensure that all helpdesk tickets are actioned and closed within a 24-hour turnaround time, adhering to internal service level agreements;
Proactively follow up on outstanding tickets and escalates complex or high-priority issues to the Manager;
Provide support to Crew Scheduling and Crew Control as and when required;
Execute decisions in line with established internal work instructions, CATS, CARS, and the company's Operations Manual;
Liaise with relevant stakeholders to ensure smooth coordination and communication during operational irregularities;
Prepare and submit daily, monthly, and annual reports detailing ticket resolution performance, helpdesk activity, and operational concerns;
Maintain accurate documentation of all changes made to a published r...
Manage the daily operations of the Roster Helpdesk by monitoring incoming queries, logging issues, and assigning helpdesk tickets to the appropriate department or responsible individual;
Ensure that all helpdesk tickets are actioned and closed within a 24-hour turnaround time, adhering to internal service level agreements;
Proactively follow up on outstanding tickets and escalates complex or high-priority issues to the Manager;
Provide support to Crew Scheduling and Crew Control as and when required;
Execute decisions in line with established internal work instructions, CATS, CARS, and the company's Operations Manual;
Liaise with relevant stakeholders to ensure smooth coordination and communication during operational irregularities;
Prepare and submit daily, monthly, and annual reports detailing ticket resolution performance, helpdesk activity, and operational concerns;
Maintain accurate documentation of all changes made to a published r...