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 Apply To This Job