Key skills
Communication
About this role
Role Overview
- 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
- 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
- Dedicated high-speed internet connection (backup preferred)
- Proper home office setup (laptop/desktop, headset, quiet workspace)