IT Service Desk Administrator
You are applying through Click Global Talent (CGT). This opening is with one of our clients; CGT coordinates the first steps on their behalf. The reference CGTJ0028 identifies this specific client posting when job titles overlap.
Summary
Full-time remote Philippines service desk: single point of contact for desktop, hardware, M365/Entra/Intune, AD, and network support in an Australia-aligned environment. Proven Windows engineering, enterprise deployments, and ticketing ownership required. Apply via this job posting.
Next step
Submit the short form. Your details go to CGT first; if you are shortlisted, we will introduce you to our client for this role.
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Description
IT Service Desk Administrator
Position overview
Location: Philippines, fully remote. Employment type: Permanent. Hours of work: Full time. Time zone alignment: Australia (AU business hours).
Key position objectives
The Service Desk/Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organisation's service desk/desktop computing environment. This includes:
- Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, mobiles, terminals, printers and scanners) to ensure optimal workstation performance.
- Troubleshooting problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion.
- Providing end-user assistance where required.
Key tasks & competencies
Desktop support
Tasks:
- Install, upgrade, support and troubleshoot Windows based computing environment.
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment.
- Perform general preventative maintenance tasks and remedial repairs on computers, laptops, printers, and peripheral equipment.
- Customise desktop hardware to meet user specifications and site standards.
- Identify trends by monitoring and analysing incoming calls, problems and support.
Competencies:
- Understand Windows based PC environment and current protocols/operating systems.
- Knowledge of desktop/mobility deployments in support of enterprise level systems.
- Ability to manage service desk, assign tickets and follow up on outstanding requests.
- Understand and apply project methodology fundamentals during deployment.
KPIs:
- Hardware replaced in accordance with the asset maintenance program.
- All software applications on PC/mobile devices are up to date with patches and security updates.
Operations and support
Tasks:
- Manage hardware and application support queries escalated to the Desktop Support Administrator.
- Provide user data and application recovery.
- User account administration (creation, management, and password resets) on Active Directory.
- Use diagnostic tools for network connectivity and workstation hardware/software issues.
- Load, copy, and customize operating system configurations for deployment.
- Provide backup support to the Infrastructure Administrator as needed.
- Track hardware and software inventory and maintain I.T. records.
- Familiarize end users on software, hardware, and peripheral operation.
- Work with vendor support contacts to resolve technical issues.
Competencies:
- Software and hardware troubleshooting.
- Experience with Windows 10/11 and Windows Server 2012 / 2016 / 2022.
- Knowledge of routers, switches, firewalls, and TCP/IP based networking.
- Administration of Office365, Entra, Intune, Microsoft Teams, SharePoint Online and Exchange Online.
- Working knowledge of SMS, Hybrid AD, Print Services, Meeting Room AV, and MDM.
KPIs:
- System documentation is kept up to date and accurate.
- Timely response and resolution of support requests in line with service levels.
- Positive feedback received from end users.
System/application/network support
Tasks:
- Ensure desktop computers interconnect seamlessly with email, applications, and administrative systems.
- Diagnose and resolve Windows applications and networking problems to minimize downtime.
- Troubleshoot network connectivity in LAN/WAN environments.
- Coordinate vendor support and escalate issues when restoration is beyond scope.
Competencies:
- Ability to update patches, service upgrades, and utilities.
- Expert knowledge on tuning and performance management.
- Understanding of data centre structure and equipment supporting operations.
KPIs:
- Repairs and acquisitions managed in a timely manner.
- Patching implemented timely after testing.
- Raising potential cost savings or risks to management.
Professional development & safety
Personal effectiveness
Tasks: Maintain knowledge of advances; keep abreast of process/procedure enhancements; enhance development through internal/external sources.
Competencies: Training participation and research skills.
Work health & safety (WHS)
Tasks: Protect own and others' safety; comply with WHS policies; respond to incidents, emergencies, and hazards; use provided PPE; attend WHS training.
Competencies: Understanding of WHS policies and processes.
KPI: WHS compliance is met.
Requirements & qualifications
Key selection criteria
- Demonstrated system administration experience.
- Proven Windows engineering/administration experience.
- Knowledge and experience with: Microsoft server 2008/2012/2016/2022; Windows 7/10/11; Office365/Exchange/Azure; handheld/mobility technology (Airwatch/Intune, Android, Windows, iOS); Windows deployment services; Active Directory and deployment via Group Policy; Windows DNS, DHCP, and Certificate services; virtualisation platforms and contemporary server/storage technologies.
- Team focused with excellent written and verbal communication skills.