Service Desk Administrator (Remote)

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