Help Desk Lead , Service Desk Lead , Service Desk Manager
This Service Desk Lead position is for someone who wants to join one of the most important and largest enterprise environments in the country.
Summary about this job
Help Desk & IT Support
Company: The Recruitment Company
Location: Sydney
Work type: Full Time
Salary: $90,000-120,000+Super
Phone: +61-2-7163-1082
Fax: +61-2-1156-6548
E-mail: n\a
Site: n\a
Detail information about job Help Desk Lead , Service Desk Lead , Service Desk Manager. Terms and conditions vacancy
This position's role is to supervise all aspects of the Help Desk to ensure that my client is providing high quality, accurate problem resolution with superior customer service. This includes managing staff and continually evolving Help Desk to best meet the needs of the business customers. Additional responsibilities include resolving complex technical issues with laptops and desktops, answering questions regarding both commercial and internal software applications, working with users to diagnose problems, and working with regional staff to escalate and resolved complex issues.
- Oversee the day-to-day operation of the Help Desks with a hands-on approach
- Train, coach and supervise the Help Desk staff to ensure they answer calls and interact with customers in a knowledgeable, accurate and friendly manner
- Consensus Review responsibility for all Helpdesk staff members
- Be aware of what problems are being worked on and watch for trends
- Make policy decisions and judgment calls, as well as implement changes when needed
- Proactively identify and complete projects to evolve and improve the support level of the Help Desk
- Lead and/or participate in implementation projects
- Work with users to appropriately diagnose the nature of their problems and, where possible, to resolve software and hardware issues
- Ensure the software & devices used for mobile & computing continues to meet the needs of our users
- Manage elements of the local area network (LAN) such as users, groups and disk space via a suite of administration tools
- Perform other duties and activities as assigned, or as responsibilities dictate
- Ensure ServiceNow system is up to date and fully operational
- Excellent customer service skills are paramount to success in this position
- Demonstrated ability to be empathetic with the IT end-user experience
- Possess the aptitude or experience to provide proactive service to our customers
- Demonstrates a results oriented approach to customer service
- Demonstrated skills in support of the following:
- Microsoft OS, Microsoft Office, Microsoft Server, Active Directory account management
- Troubleshooting VPN Remote Access
- Support a broad range of mobile solutions and experience with ServiceNow
- Bachelor’s degree in Computer Science, Management Information Systems or related field, or an equivalent combination of education, training and experience is required
- Minimum 5 years’ experience delivering IT and customer service support using a service management system (e.g. ServiceNow, Remedy, Oracle, HP Service Centre).
- Demonstrated interest and aptitude in technology and technical issues
- Communicate well with customers and members of the team, display a confident and self-motivated approach
- Strong time management and prioritization skills in a multi-tasking environment
- Ability to work well in a team environment, support other members of the team as they support the customers
- Ability to be calm and think clearly under pressure
- Aptitude for analytical problem resolution, display basic troubleshooting skills and approaches
- Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues
IF you meet 90% of the requirements, please Apply Now. Only shortlisted candidates will be contacted.