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