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 pe...