Helpdesk Team Lead
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Green Light Australia are looking for a Helpdesk Team Lead to join our delivery team in Melbourne!!
Summary about this job
Help Desk & IT Support
Company: Green Light PS Pty Ltd
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-7393-5077
Fax: +61-8-9571-6062
E-mail: n\a
Site: n\a
Detail information about job Helpdesk Team Lead. Terms and conditions vacancy
Green Light Australia are looking for a Helpdesk Team Lead to join our Melbourne delivery team to manage the performance of Level 1 & Level 2 services and support desk and to ensure that service levels are adhered to and expectations are met.Responsibilities:
- Work as an escalation point for all requests and incidents.
- Supervise all the requests, incidents and deliver any problems to the Problem Manager.
- Establish phone/ticket escalation processes to ensure smooth escalation.
- Manage and Mentor Service Desk Specialists (Level 1 & 2).
- Work closely with internal & external customers.
- Deliver reports on KPIs on regular basis.
Requirements:
- Proven ability to work as a Helpdesk Team Lead or in a similar role.
- Solid experience in a large IT Support Delivery Team.
- Strong interpersonal and communication skills.
- Experience using ServiceNow will be highly regarded.
- Working knowledge on ITIL or Six Sigma will be a plus.
Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.
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