Service Desk Coordinator (Managed IT Services)
Location: Sydney
Employment Type: Full Time
About the Opportunity
We are a well-established and growing Managed Service Provider (MSP) with a strong reputation for delivering reliable, responsive and customer-focused IT solutions. We partner with medical practices, dental practices and hospitals across Australia, helping ensure their technology remains secure, reliable and operating at its best.
Due to continued growth, they are seeking an organised and customer-focused Service Desk Coordinator to become the operational hub of their Service Desk.
This is an excellent opportunity to join a collaborative technical team where you'll play a key role in ensuring clients receive exceptional service while supporting the day-to-day coordination of a busy IT support environment.
About the Role
This is a fast-paced coordination role where you'll oversee the daily flow of the Service Desk, ensuring support requests are triaged, prioritised and allocated efficiently to the appropriate technical engineers.
You'll be responsible for balancing workloads, monitoring service levels, coordinating engineer schedules and helping ensure support requests are resolved in a timely manner.
If you're highly organised, thrive in a fast-moving environment and enjoy working with both customers and technical teams, this is a fantastic opportunity to make a real impact.
Key Responsibilities
- Monitor and manage incoming service requests
- Triage and prioritise support tickets based on urgency and service level commitments
- Allocate work across the technical support team
- Balance engineer workloads and daily schedules
- Coordinate onsite service calls when required
- Monitor ticket progress and ensure timely resolution
- Escalate critical issues where appropriate
- Keep clients informed throughout the support process
- Maintain accurate documentation within the PSA/ticketing system
- Work closely with technical teams to improve service delivery
- Identify opportunities to improve workflows and operational efficiency
About You
- Experience working within a Managed Service Provider (MSP) environment
- Previous experience coordinating an IT Service Desk or technical support team
- Strong understanding of ticket management and service level agreements (SLAs)
- Excellent organisational and time management skills
- Ability to prioritise multiple competing tasks
- Outstanding customer service and communication skills
- Experience using PSA or ticketing platforms such as ConnectWise, HaloPSA, Autotask or similar
- Confidence working alongside technical support engineers
- High attention to detail and a proactive approach to problem solving
Why Apply?
- Join a well-established and growing Managed Service Provider
- Work within a supportive and collaborative team
- Be part of a business that values customer service and continuous improvement
- Ongoing training and professional development
- Genuine opportunities for career progression
- Stable, full-time position within a growing organisation
Service Desk Coordinator (Managed IT Services) in Parramatta employer: seek.com.au
Join a dynamic boutique Chartered Accountancy firm located in the heart of the CBD, where you will thrive in a supportive work culture that values professional growth and flexibility. With opportunities to engage in diverse accounting, taxation, and advisory projects, you'll benefit from ongoing training and the ability to work remotely after your initial onboarding. This is an excellent opportunity for those looking to advance their careers while enjoying a balanced work-life environment.
