Service Desk Administrator

Overview of the RoleThe Service Desk (ITSM) Administrator is responsible for the administration, development, and continual improvement of the organization’s IT Service Management platform and processes. This role leads the design and implementation of ITIL-aligned practices, including Incident, Service Request, Problem, Change, and Knowledge Management, while evaluating and recommending new ITSM solutions to meet evolving operational needs. The position develops workflows, automation, and orchestration capabilities, provides operational reporting and dashboarding, and acts as the Major Incident Commander during Priority 1 incidents. Responsibilities:Administer, configure, and enhance the ITSM platform to support business and operational requirements. Evaluate, recommend, and lead the implementation of new ITSM tools and capabilities as needed.Establish and manage the Change Advisory Board (CAB) framework and related governance activities. Create and maintain process documentation, standard operating procedures, and knowledge base content.Develop and publish dashboards and reports on ticket trends, service levels, and operational performance. Track and communicate SLA attainment and key service metrics to support teams and leadership. Serve as the Major Incident Commander for Priority 1 incidents, coordinating response and restoration efforts. Provide timely and accurate updates to leadership and stakeholders via email, chat, and other communication channels. Mentor and provide operational guidance to Service Desk Analysts to ensure consistent service delivery and adherence to established processes. RequirementsBachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience. Proven experience administering an IT Service Management (ITSM) platform and supporting service desk operations. Demonstrated ability to design and maintain workflows, automations, orchestration, and service catalog processes. Strong working knowledge of ITIL practices, particularly Incident, Service Request, Problem, Change, and Knowledge Management. Experience establishing and governing Change Advisory Board (CAB) processes and preparing Post-Incident Review (PIR) reports. Proficiency in SLA management, service reporting, and dashboard creation using tools such as Microsoft Excel and Power BI. Ability to act as a Major Incident Coordinator during critical incidents, working effectively with technical teams and stakeholders. Excellent analytical, communication, documentation, and continuous improvement skills. Benefits500K per incident HMO coverage + Dental & Optical benefits ​2-week paid Christmas vacation​Electricity & Data subsidies​25K Educational Assistance ​Training and equipment will be provided​Fixed Schedule of Mon-Fri from 7 AM to 4 PM​

Overview of the Role

The Service Desk (ITSM) Administrator is responsible for the administration, development, and continual improvement of the organization’s IT Service Management platform and processes. This role leads the design and implementation of ITIL-aligned practices, including Incident, Service Request, Problem, Change, and Knowledge Management, while evaluating and recommending new ITSM solutions to meet evolving operational needs. The position develops workflows, automation, and orchestration capabilities, provides operational reporting and dashboarding, and acts as the Major Incident Commander during Priority 1 incidents.

Responsibilities:

• Administer, configure, and enhance the ITSM platform to support business and operational requirements.

• Evaluate, recommend, and lead the implementation of new ITSM tools and capabilities as needed.
• Establish and manage the Change Advisory Board (CAB) framework and related governance activities.
• Create and maintain process documentation, standard operating procedures, and knowledge base content.
• Develop and publish dashboards and reports on ticket trends, service levels, and operational performance.
• Track and communicate SLA attainment and key service metrics to support teams and leadership.
• Serve as the Major Incident Commander for Priority 1 incidents, coordinating response and restoration efforts.
• Provide timely and accurate updates to leadership and stakeholders via email, chat, and other communication channels.
• Mentor and provide operational guidance to Service Desk Analysts to ensure consistent service delivery and adherence to established processes.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience.

• Proven experience administering an IT Service Management (ITSM) platform and supporting service desk operations.

• Demonstrated ability to design and maintain workflows, automations, orchestration, and service catalog processes.

• Strong working knowledge of ITIL practices, particularly Incident, Service Request, Problem, Change, and Knowledge Management.

• Experience establishing and governing Change Advisory Board (CAB) processes and preparing Post-Incident Review (PIR) reports.

• Proficiency in SLA management, service reporting, and dashboard creation using tools such as Microsoft Excel and Power BI.

• Ability to act as a Major Incident Coordinator during critical incidents, working effectively with technical teams and stakeholders.

• Excellent analytical, communication, documentation, and continuous improvement skills.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits ​
• 2-week paid Christmas vacation​
• Electricity & Data subsidies​
• 25K Educational Assistance ​
• Training and equipment will be provided​
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM​

ABOUT USVBP is an Australian company with operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 260 of the most innovative and disruptive financial services firms across Australia.Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.HOW WE STARTEDIn 2013, VBP embarked on a visionary journey to transform how advice is delivered in Australia. From humble beginnings, we steadily evolved and embraced an open book management system by adapting the Great Game of Business in February 2021, and in the same year, we secured our first Great Place To Work certification.Expanding our reach became a defining theme in our journey. In July 2022, we proudly celebrated the achievement of 1000 dedicated Team Members. We have offices in Cebu and in Cagayan de Oro, with our third and newest office launched last August 2023 at JEG Tower. 2023 marks a pivotal moment for our business as we completed the strategic acquisition of Elixir Consulting, strengthening our position in the Australian Consulting space and supporting our expanded service offering. We also won our GGOB Healthy Company Award, maintained our GPTW certification and ISO certification, and became a certified B Corporation.These milestones reflect not only our commitment to growth but also the vibrant community we’ve fostered, laying the foundation for a remarkable legacy as expert growth partners for Australian financial services firms.WHAT WE OFFERwe have a deep understanding of the everyday challenges and insights into the strengths of enterprises we encounter. At VBP, we specialise in enhancing operational efficiencies and addressing cost-to-serve challenges for financial services firms. Our focus revolves around four key service:Accounting, Bookkeeping, and Report ManagementFinancial Planning AssistanceMortgage Broking AssistanceParaplanningIn addition to these core services, we offer tailored business consulting services to optimise back-office operations across these four critical areas. With its offers and services, VBP aims to streamline Australian financial service firms’ operations and elevate their business to the next level.To learn more about us, visit http://vbp.au.Let's connect!

ABOUT US

VBP is an Australian company with operations in the Philippines that provides business growth, consulting, and delivery capabilities to more than 260 of the most innovative and disruptive financial services firms across Australia.

Our consulting-led approach leverages services in strategy, process improvement, intelligent automation, data analytics, and operations. We specialise in supporting financial firms, accounting practices, and mortgage brokers.

HOW WE STARTED

In 2013, VBP embarked on a visionary journey to transform how advice is delivered in Australia. From humble beginnings, we steadily evolved and embraced an open book management system by adapting the Great Game of Business in February 2021, and in the same year, we secured our first Great Place To Work certification.

Expanding our reach became a defining theme in our journey. In July 2022, we proudly celebrated the achievement of 1000 dedicated Team Members.

We have offices in Cebu and in Cagayan de Oro, with our third and newest office launched last August 2023 at JEG Tower. 2023 marks a pivotal moment for our business as we completed the strategic acquisition of Elixir Consulting, strengthening our position in the Australian Consulting space and supporting our expanded service offering. We also won our GGOB Healthy Company Award, maintained our GPTW certification and ISO certification, and became a certified B Corporation.

These milestones reflect not only our commitment to growth but also the vibrant community we’ve fostered, laying the foundation for a remarkable legacy as expert growth partners for Australian financial services firms.

WHAT WE OFFER

we have a deep understanding of the everyday challenges and insights into the strengths of enterprises we encounter. At VBP, we specialise in enhancing operational efficiencies and addressing cost-to-serve challenges for financial services firms. Our focus revolves around four key service:

• Accounting, Bookkeeping, and Report Management
• Financial Planning Assistance
• Mortgage Broking Assistance
• Paraplanning

In addition to these core services, we offer tailored business consulting services to optimise back-office operations across these four critical areas. With its offers and services, VBP aims to streamline Australian financial service firms’ operations and elevate their business to the next level.

To learn more about us, visit http://vbp.au.

Let's connect!