Service Desk Coordinator - IT Service Delivery

Melbourne or Sydney | Permanent Part-Time

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 over 280 businesses across Australia, delivering innovative technology solutions backed by exceptional service.

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

This is not a hands-on technical support role. Instead, you'll be responsible for ensuring work flows efficiently through the Service Desk by coordinating ticket activity, balancing technician workloads, maintaining service standards and delivering an outstanding customer experience.

If you're highly organised, thrive in fast-paced environments and enjoy improving operational efficiency, we'd love to hear from you.

About the Role

Reporting to the Service Desk Team Leader, you'll act as the operational hub of our Service Desk, coordinating work between customers, engineers, Team Leaders and management.

You'll oversee the entire ticket lifecycle—from initial triage through to resolution—ensuring work is prioritised appropriately, resources are allocated effectively and customers remain informed every step of the way.

You'll play a key role in maintaining queue health, supporting technician scheduling, monitoring SLA performance, identifying operational risks and providing valuable reporting and insights that help drive continuous improvement across our Service Desk.

Employment Type & Hours

This is a permanent part-time position.

We're recruiting two Service Desk Coordinators who will share operational coverage of our Service Desk between 7:00 am and 7:00 pm, Monday to Friday.



Each coordinator will work approximately 30 hours per week, with a consistent roster agreed based on business requirements and candidate availability.

Key Responsibilities

- Managing the health of all Service Desk queues
- Monitoring tickets from creation through to successful resolution
- Triaging, prioritising and assigning service requests and incidents
- Coordinating technician scheduling and workload allocation across Level 1, Level 2 and Level 3 teams
- Monitoring SLA performance and proactively managing at-risk tickets
- Reviewing aged, stalled and unassigned tickets to ensure continued progress
- Coordinating major incidents and service interruptions
- Ensuring customers receive clear, proactive and timely communication throughout the ticket lifecycle
- Conducting ticket quality and communication audits
- Producing operational reports on queue health, backlog, technician utilisation and service performance
- Identifying operational risks, recurring issues and opportunities for process improvement
- Working closely with Team Leaders to improve service delivery, customer experience and operational efficiency

About You

- You’ll be highly organised, proactive and comfortable working in a rapid-paced Managed Services environment where priorities can change quickly.
- You’ll enjoy coordinating people, improving processes and ensuring nothing falls through the cracks.

You’ll also bring:





- Previous experience working within an IT Managed Services (MSP) environment
- Experience coordinating or dispatching Service Desk operations
- Strong understanding of IT Service Management (ITSM), ticket lifecycle management and SLA management
- Experience managing service queues, scheduling and resource allocation
- Excellent organisational and prioritisation skills
- Strong communication and stakeholder management abilities
- Exceptional attention to detail and a process-driven mindset
- The ability to remain calm under pressure while managing competing priorities

Highly Desirable

Experience with the following technologies will be highly regarded:

- 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 while playing a critical role in ensuring the smooth operation of our Service Desk.

We offer:

- Hybrid working arrangements
- A 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 helping build a high-performing Service Desk, we'd love to hear from you.

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📌 Service Desk Coordinator - IT Service Delivery (Moe)
🏢 Emerging IT
📍 Moe