Job Summary
We are seeking a detail-oriented and proactive
Service Desk Administrator to support day-to-day service desk operations for Australian clients. The role focuses on ensuring SLA compliance, efficient ticket management, technician coordination, and high-quality customer communication.
The ideal candidate will have strong experience in ticketing systems—especially
Autotask—and the ability to manage multiple priorities while maintaining service excellence.
Key Responsibilities
Service Desk Operations
- Monitor and ensure all tickets are managed within defined SLA timelines
- Track ticket progress and escalate risks to SLA breaches
- Ensure technicians update and close tickets accurately and on time
Technician Coordination
- Review technician timesheets to ensure timely and accurate submission
- Monitor time spent per ticket and flag inefficiencies or deviations
- Allocate onsite visits based on priority, location, and resource availability
- Coordinate with technicians to optimise workload and response times
Customer Management
- Collect feedback and reviews from clients after ticket closure
- Maintain strong communication with Australian clients
- Ensure high levels of customer satisfaction and service quality
Reporting & Administration
- Prepare daily, weekly, and monthly service desk reports
- Track KPIs such as SLA adherence, resolution time, and ticket backlog
- Maintain accurate documentation and audit-ready records
Required Skills & Experience
- Proven experience in Service Desk / IT Support Administration
- Strong working knowledge of **Autotask or similar ticketing tools
- Understanding of SLA management and service delivery metrics
- Experience working with remote teams and coordinating field technicians
- Excellent organisational and multitasking abilities
- Strong written and verbal communication skills
Work Requirements
- Must be available to work in Australian Eastern Standard Time (AEST)
- Based anywhere in the Philippines with the ability to work remotely
- Dedicated high-speed internet connection (backup preferred)
- Proper home office setup (laptop/desktop, headset, quiet workspace)
Preferred Qualifications
- Experience supporting MSP (Managed Service Provider) environments
- Exposure to Australian clients or international service delivery
- Basic understanding of IT support processes and workflows
Key Competencies
- Attention to detail
- Time management
- Problem-solving
- Accountability
- Customer-focused mindset
What Success Looks Like
- Consistent SLA compliance across all tickets
- Efficient technician utilisation
- Positive client feedback and satisfaction
- Accurate and timely reporting
- Smooth coordination of onsite and remote support activities
