Service Desk Coordinator

Melbourne or Sydney

Be the operational heartbeat of our Service Desk.

At Emerging IT, we're passionate about delivering exceptional IT services and outstanding customer experiences. As one of Australia's leading Managed Service Providers, we partner with businesses across a wide range of industries, providing innovative technology solutions backed by exceptional service.

We're looking for an experienced Service Desk Coordinator to take ownership of the day-to-day operations of our Service Desk.

This isn't a hands-on technical support role. Instead, you'll be responsible for ensuring work flows efficiently through our Service Desk, coordinating technicians, managing priorities, maintaining SLA performance and delivering an outstanding customer experience.

If you're someone who thrives on organisation, enjoys bringing structure to fast-paced environments and loves solving operational challenges, we'd love to hear from you.

About the Role

As our Service Desk Coordinator, you'll become the central point of coordination between customers, technicians, Team Leaders and management.

You'll oversee ticket flow from initial logging through to resolution, ensuring work is prioritised correctly, resources are allocated effectively and customers remain informed every step of the way.

Success in this role is measured by operational excellence, queue health, SLA performance, communication quality and customer satisfaction.

Key Responsibilities

You'll be responsible for:

• Managing the health of all Service Desk queues

• Triaging and prioritising incoming tickets

• Coordinating and dispatching work to the appropriate technicians

• Balancing workloads across Level 1, Level 2 and Level 3 engineers

• Monitoring SLA performance and proactively addressing risks

• Ensuring customers receive timely and proactive communication

• Managing service interruptions and major incidents

• Reviewing aged and stalled tickets and driving them to resolution

• Producing operational reports and analysing service trends

• Conducting ticket quality and communication audits

• Identifying opportunities to improve service delivery processes

• Working closely with Team Leaders to improve operational efficiency

About You

You'll be highly organised, proactive and comfortable working in a fast-paced MSP environment where priorities can change quickly.

You enjoy coordinating people, improving processes and ensuring nothing falls through the cracks.

You'll also bring:

• Previous experience within an IT Managed Services (MSP) environment

• Experience coordinating or dispatching Service Desk activities

• Strong understanding of ticket lifecycle management and IT Service Management (ITSM)

• Experience managing service queues and workload allocation

• Knowledge of SLA management and operational reporting

• Excellent communication and stakeholder management skills

• Strong organisational and prioritisation abilities

• A process-driven mindset with exceptional attention to detail

• The ability to remain calm under pressure while managing competing priorities

Experience with the following would be highly regarded:

• ConnectWise PSA

• BrightGauge

• Microsoft 365

• Service Desk reporting and scheduling platforms

Why Join Emerging IT?

At Emerging IT, our people are at the centre of everything we do.

We foster a collaborative, supportive culture where innovation, continuous improvement and professional development are encouraged. You'll work alongside experienced technical professionals and play a key role in delivering outstanding service to our customers.

We offer:

• Hybrid working arrangements

• Career development opportunities

• Supportive and collaborative team culture

• Modern office environment

• Social Club events and team activities

• Monthly team lunches

• Friday BBQs

• Barista-style coffee

• Employee recognition programs

Pre-Employment Requirements

The successful applicant will be required to complete a National Police Check as part of our pre-employment screening process. Employment is subject to the satisfactory completion of all required background checks.

Ready to Make an Impact?

If you're passionate about operational excellence, customer service and building a high-performing Service Desk, we'd love to hear from you.

Apply now and become part of a team that's committed to delivering exceptional technology experiences for our customers.