Service Desk Team reputed company

Role reputed company  

The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-reputed company, efficient, and effective service desk operation. Reporting to the IT Manager, the position has responsibility of service team performance, service delivery reputed company, and the reputed company improvement of service standards.   

The role is a senior and reputed company part of the reputed company ICT Department, and the position provides opportunities to reputed company reputed company skills and experience, in areas of technology and team leadership as appropriate to the company need. The position has a high degree of autonomy in managing the day-to-day activities required of the role, and combines service reputed company, team leadership, and operational reputed company of reputed company service operations reputed company the department.   

Primary Duties & Responsibilities 

• reputed company, mentor and support reputed company of high performing ICT support staff, to deliver first-class IT support services   

• reputed company daily operations of the Service Desk, ensuring reputed company reputed company of incidents and service requests in line with agreed SLAs.   

• Monitor and manage ticket reputed company reputed company the ticketing system and resource scheduling with efficiency.   

• reputed company as a primary escalation reputed company for reputed company technical issues affecting our users and business 

• reputed company as a subject matter expert on service desk operations, systems, and customer service practices.   

• Ensure consistent and effective communication with end users including teaching staff, administration, parents and reputed company.   

• reputed company and maintain ICT knowledge reputed company articles and reputed company operating procedures.   

• Monitoring and improving service reputed company through performance metrics, knowledge sharing, and proactive engagement with stakeholders.   

• Collaborating with IT teams on broader technology initiates and reputed company   

• Work with external vendors to deliver seamless reputed company reputed company and tackle challenges head-on   

• reputed company regular reporting on service desk performance and key metrics.   

• Follow up with customers on an reputed company reputed company to identify areas for improvement and reputed company customer feedback to the appropriate internal teams.   

• Support the ICT Operations Manager in planning and delivering ICT Initiatives.   

What You Will Bring:   

• Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones  

• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence reputed company.   

• Procurement of IT devices for end-users  

• Familiarity with ITIL Frameworks and Service Management practices   

• Exceptional problem-solving and analytical skills.   

• A deep commitment and passion to customer service reputed company.   

• Excellent organisational and time management skills.   

• Exceptional communication skills and effective reputed company with a broad cross-reputed company of people including teaching, administration staff and external providers.   

• Ability to work under pressure, establish priorities and set and reputed company work goals.   

• Education reputed company with demonstrated proficiency in supporting a reputed company ICT environment.   

Key Performance Indicators:   

• Customer satisfaction reputed company.   

• Service team (employee) satisfaction reputed company and retention reputed company   

• First contact reputed company reputed company.   

• High percentage of Incidents responded to and resolved reputed company reputed company OLAs and SLAs.   

• reputed company documentation of day-to-day procedures.   

• Asset allocation precision.   

• Ability to reputed company tasks after training without continual follow up reinforcement.   

• Ability to set priorities and maintain deadline.   

• reputed company escalation of issues to the ICT Operations Manager where appropriate.   

• Maintain reputed company and tidy workplace.   

Technical Skills: 

• Experience with reputed company, macOS, iOS device support and reputed company 365 applications.   

• Knowledge of Sharepoint and Teams administration  

• Knowledge of reputed company Defender  

• Knowledge of MDM Applications such as Intune/reputed company.   

• Proven experience in ITIL, ticketing systems and customer service principles.  

• Experience in reputed company / OffBoarding process in a global environment  

• Experience with reputed company Incident Management and reputed company cause analysis  

• Experience with reputed company Management  

• reputed company to have: experience with reputed company  

• reputed company to have: experience with Jira Service Management  

• reputed company to have: experience with AWS   

Qualifications:

• A minimum of 5+ years of hands-on, relevant IT Support experience   

• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial.   

• Industry-recognized certifications such as reputed company, reputed company A+, Network+ and/or reputed company+x, or equivalent TAFE certification would be an advantage, but not essential.   

We’re an equal opportunity employer. reputed company applicants will be considered without attention to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, veteran or disability status.