Service Desk Administrator

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and ensure that all tickets are handled within established SLA timelines.

• Monitor ticket progress and escalate any risks regarding potential SLA violations.

• Guarantee that technicians accurately update and close tickets in a timely manner.

• Evaluate technician timesheets to confirm timely and precise submissions.

• Track the time spent on each ticket and identify inefficiencies or deviations.

• Assign onsite visits based on urgency, geographic location, and resource availability.

• Gather client feedback and reviews following ticket resolution.

• Maintain effective communication with clients in Australia.

• Generate daily, weekly, and monthly reports for the service desk.

• Monitor key performance indicators such as SLA compliance, resolution times, and ticket backlog.

• Ensure the maintenance of accurate documentation and records that are ready for audits.

⛳️ Requirements

• Demonstrated experience in Service Desk / IT Support Administration.

• Robust working knowledge of Autotask or comparable ticketing systems.

• Familiarity with SLA management and service delivery metrics.

• Experience collaborating with remote teams and coordinating field technicians.

• Exceptional organizational and multitasking skills.

• Strong verbal and written communication abilities.

• Availability to work during Australian Eastern Standard Time (AEST).

🏝️ Benefits

• High-speed internet connection is provided (backup is preferred).

• Comprehensive home office setup including laptop/desktop, headset, and a quiet workspace.