A Sydney-based technology services team requires an IT Service Desk Coordinator to help organise support queues, improve communication and assist with escalated user issues. This hybrid role suits someone with solid service desk experience who is ready to take on more coordination responsibility while staying close to hands-on support. You will help manage ticket priorities, review information quality, monitor response risks and support junior analysts. The role needs a calm organiser who can keep users informed and help the team work through busy support periods.

The position also suits someone who can balance practical troubleshooting with clear documentation and consistent follow-through on support commitments.Essential criteria:

• Four years of experience in service desk, desktop support or IT support roles with some coordination responsibility.
• Ability to coordinate daily ticket queues, priorities, follow-ups, handovers and escalation activity.
• Hands-on support ability across Microsoft 365, desktop, account, application and access-related incidents.
• Experience reviewing ticket quality, identifying missing information and improving documentation standards.
• Ability to monitor SLA risks and communicate delays, blockers or priority changes to stakeholders.
• Strong customer focus, calm communication and willingness to coach junior support staff.

Nice to have:

• Exposure to ITIL practices, service reporting or continual improvement activities.
• Previous mentoring, queue management, shift coordination or quality assurance experience.
• Experience in an MSP, corporate service desk or multi-site support environment.