Service Desk Administrator

Minutes to Seconds

Service Desk Administrator managing service desk operations for Australian clients. Ensuring SLA compliance and efficient ticket management with strong communication.

Posted 5/17/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
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
Collect feedback and reviews from clients after ticket closure
Maintain strong communication with Australian clients
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

Requirements

What you’ll need

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

Benefits

Comp & perks

Dedicated high-speed internet connection (backup preferred)
Proper home office setup (laptop/desktop, headset, quiet workspace)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SLA managementticket managementservice delivery metricsKPI trackingdocumentationIT Support Administration

Soft Skills

organisational abilitiesmultitaskingcommunication skills