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, effective 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 abil
📌 Service Desk Administrator (Bengaluru)
🏢 Minutes to Seconds Pty
📍 Bengaluru
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