Job Description

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IT Service Desk Team Leader

Advertiser: InterlinkedMore jobs from this company

Job Information

Job Listing Date
15 Nov 2019
Location
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Classification
Information & Communication Technology, Help Desk & IT Support

We are offering an opportunity to take your career to the next level as a Service Desk Team Leader.

You will be responsible for leading a team of support desk analysts and Customer Service Representatives (CSR's).

You will act as the escalation point and drive customer satisfaction through the delivery of quality services excelling on SLAs.

RESPONSIBILITIES:

  • Identify root cause for major/critical incidents and, where possible, resolved or provided workarounds, suggestions and improvements to future incidents.
  • Assist with the development and maintenance of service desk procedures and other documentation as required to ensure seamless delivery of services to clients.
  • Manage & mentor your team developing their talents and areas where they can learn and grow.
  • Provide an outstanding level of service throughout the business that was timely, professional, friendly and focused on resolution.
  • Keep clients up-to-date with resolution efforts on current incidents.
  • Help the team manage the myriad of requests from their clients.
  • Work collaboratively with other members of the IT team.
  • Develop and maintain strong business relationships, setting expectations and working within established response times and KPIs.
  • Manage the Service desk to provide a single point of contact for all incidents, service and change requests.
  • Manage Prioritization of escalated incidents, including when a resolution is required across multiple third party providers.
  • Maintain ITIL processes and standards.
  • Provide team mentorship development and training activities.

ESSENTIAL SKILLS:

  • Previous experience working as a Team Leader
  • Extensive experience working within a managed service provider environment
  • High level of Reporting & Analysis of Reports to all stakeholders.
  • Ability to manage multiple tasks & escalations concurrently
  • Positive attitude, motivation and a desire for continuous improvement
  • Excellent communication, organization & documentation skills
  • Proven experience across all aspects of Incident, Problem and Change Management
  • Strong background in process improvement and implementation
  • Use of data analysis, trending and customer voice results to implement many different processes, procedures and projects to help improve service delivery, efficiency and customer experience. 
  • Strong understanding of ITIL processes, principles and framework
  • Knowledge of Microsoft Office, Office 365, MAC OS
  • Experience working across a multi-vendor environment,
  • Strong leadership skills and ability to mentor and develop team members
  • Passion for providing great customer focus and engagement skills

 

DESIRABLE SKILLS:

  • Experience in Group policies administration
  • Desktop/laptop repairs and deployments – multi vendor
  • In-depth knowledge of Windows Server and Active Directory technologies
  • Demonstrated application support experience, preferably in a 24x7 and cloud environment
  • Change management experience, incident and problem management, including appropriate prioritising and some risk analysis
  • Excellent knowledge of Networking Fundamentals
  • Any previous experience to use monitoring and logging tools to troubleshoot and identify the problem area (infrastructure vs. application) is highly desirable
  • Experience in dealing with software third parties would be highly desirable as well

This is a rare and highly sought after new opportunity for someone who is looking to join a reputable organisation and up for a challenge.

If you have the required skills, DON'T DELAY, APPLY NOW 

STRICTLY NO RECRUITERS!

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?
  • What's the highest level of ITIL qualification you have completed?
  • How many years' experience do you have as a support engineer?

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