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Service Desk Administrator (Remote)
<h2>Job Summary<br></h2> <p>We are seeking a detail-oriented and proactive <b>Service Desk Administrator</b> 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.<br></p> <p>The ideal candidate will have strong experience in ticketing systems—especially <b>Autotask</b>—and the ability to manage multiple priorities while maintaining service excellence.<br></p> <h2>Key Responsibilities<br></h2> <h3>Service Desk Operations<br></h3> <ul> <li>Monitor and ensure all tickets are managed within defined SLA timelines<br></li> <li>Track ticket progress and escalate risks to SLA breaches<br></li> <li>Ensure technicians update and close tickets accurately and on time<br></li> </ul> <h3>Technician Coordination<br></h3> <ul> <li>Review technician timesheets to ensure timely and accurate submission<br></li> <li>Monitor time spent per ticket and flag inefficiencies or deviations<br></li> <li>Allocate onsite visits based on priority, location, and resource availability<br></li> <li>Coordinate with technicians to optimise workload and response times<br></li> </ul> <h3>Customer Management<br></h3> <ul> <li>Collect feedback and reviews from clients after ticket closure<br></li> <li>Maintain strong communication with Australian clients<br></li> <li>Ensure high levels of customer satisfaction and service quality<br></li> </ul> <h3>Reporting & Administration<br></h3> <ul> <li>Prepare daily, weekly, and monthly service desk reports<br></li> <li>Track KPIs such as SLA adherence, resolution time, and ticket backlog<br></li> <li>Maintain accurate documentation and audit-ready records<br></li> </ul> <h2>Required Skills & Experience<br></h2> <ul> <li>Proven experience in Service Desk / IT Support Administration<br></li> <li>Strong working knowledge of **Autotask or similar ticketing tools<br></li> <li>Understanding of SLA management and service delivery metrics<br></li> <li>Experience working with remote teams and coordinating field technicians<br></li> <li>Excellent organisational and multitasking abilities<br></li> <li>Strong written and verbal communication skills<br></li> </ul> <h2>Work Requirements<br></h2> <ul> <li>Must be available to work in <b>Australian Eastern Standard Time (AEST)</b><br></li> <li>Based anywhere in the Philippines with the ability to work remotely<br></li> <li>Dedicated high-speed internet connection (backup preferred)<br></li> <li>Proper home office setup (laptop/desktop, headset, quiet workspace)<br></li> </ul> <h2>Preferred Qualifications<br></h2> <ul> <li>Experience supporting MSP (Managed Service Provider) environments<br></li> <li>Exposure to Australian clients or international service delivery<br></li> <li>Basic understanding of IT support processes and workflows<br></li> </ul> <h2>Key Competencies<br></h2> <ul> <li>Attention to detail<br></li> <li>Time management<br></li> <li>Problem-solving<br></li> <li>Accountability<br></li> <li>Customer-focused mindset<br></li> </ul> <h2>What Success Looks Like<br></h2> <ul> <li>Consistent SLA compliance across all tickets<br></li> <li>Efficient technician utilisation<br></li> <li>Positive client feedback and satisfaction<br></li> <li>Accurate and timely reporting<br></li> <li>Smooth coordination of onsite and remote support activities<br></li> </ul><br><br>
