Service Desk Administrator
Description
About the Role
We are seeking a Service Desk Administrator to join our rapidly scaling APAC operations. Reporting into Singapore, you'll have the autonomy to work independently while managing your workload effectively.
You'll provide responsive IT support to our growing employee base, leveraging your knowledge of hardware, software, and network troubleshooting to resolve day-to-day concerns. You'll triage incoming requests, deliver excellent end-user service, and escalate complex issues to our specialist team when needed.
We are seeking a seasoned service desk administrator for our growing IT department. This intermediate-level role is part of the frontlines of our team’s delivery of prompt and precise IT services to our company’s increasing workforce.
Location - Hybrid remote in Sydney, Australia
What You’ll be Doing
- IT ticket workload coordination:
- Prioritise tickets based on ticket type, number of users affected, and business impact
- Overall ticket queue triage and routing to ensure requests to IT are acknowledged and resolved appropriately and timely, and at the correct tier of support
- Create and maintain internal documentation for the team to use as a guide to delivering standard, compliant IT services and solutions
- Handle more complex tickets, and serve as a SME or coach for more junior team members working similar complex issues
- Focus on continual improvement:
- Build/maintain automations for complex workflows to reduce/avoid defects and waste
- Create or oversee the creation of expanded self-service options for NinjaOne end-users, including user-facing knowledgebase
- Oversee/maintain IT request catalogue and underpinning list of IT-supported services
- Collaborate with the team:
- Lead internal continual improvement efforts and mentor junior team members in this practice
- Represent IT in stakeholder cadences such as weekly meetings / sync calls
- Other duties as needed.
About You
- Minimum of 3+ years of experience working in a relevant role.
- Must have a Bachelor’s/ Associate degree in a relevant discipline.
- Familiarity with ticketing systems such as, but not limited to: Fresh Service, Jira Service Desk, or Service Now.
- Familiarity with major operating systems such as Windows, Mac, Linux (emphasis on Windows and Mac)
- Working knowledge of Microsoft Office 365 suite
- Certified in one or more core areas relevant to our IT (Okta, Lean, Ninja, for example)
- Experience with CMD/PowerShell commands and/or basic knowledge of other scripting languages
- Basic hardware troubleshooting/repair; ability to disassemble/reassemble desktop/laptops
- Basic knowledge of device/software security best practices
- Knowledgeable practitioner of continual improvement methods and experienced with helping to drive change throughout a team or organisation
- Excellent time management/organizational skills are a must
- Polished verbal and written communication skills
- Experience supporting remote workforce and remote troubleshooting using RMM or other tools, is a plus
About Us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
- We are a collaborative, kind, and curious community
- We prioritise your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
- We reward your work with opportunity for growth and advancement
- Grow personally and together with one of the fastest growing companies globally
- Develop your skills through our renowned training platform
- Receive competitive compensation
- Collaborate with an amazing international workforce
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.