Service Desk Administrator

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

📋 Description

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

• Monitor ticket progress and escalate potential risks related to SLA violations.

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

• Review technician timesheets to guarantee timely and precise submissions.

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

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

• Work with technicians to optimize workload and improve response times.

• 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 KPIs such as SLA compliance, resolution time, and ticket backlog.

• Keep accurate documentation and maintain audit-ready records.

⛳️ Requirements

• Demonstrated experience in Service Desk / IT Support Administration.

• Strong familiarity with Autotask or comparable ticketing systems.

• Understanding of SLA management and service delivery metrics.

• Experience in collaborating with remote teams and coordinating field technicians.

• Excellent organizational and multitasking skills.

• Strong written and verbal communication abilities.

🏝️ Benefits

• Dedicated high-speed internet connection (backup preferred).

• Proper home office setup (laptop/desktop, headset, quiet workspace).