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