Team Leader- Service Desk CRM Team

Summary about this job

Detail information about job Team Leader- Service Desk CRM Team. Terms and conditions vacancy

• Contract to August 2018 with 2 x 12 month extensions
• All applicants must be Australian citizens with AGSVA clearance
• Central location

Ignite is seeking a team leader for their large federal government client to lead the level 2 service desk team to resolve and triage issues raised by the internal and external users.

The candidate will:

• Need to acquire a deep understanding of the Agencies business rules and system rules to become a subject matter expert
• Investigate, triage, and where appropriate resolve level 2 incidents and requests via an incident management systems (ITIL ticketing system)
• Perform validation on complex business problems by differentiating between system issues (IT) or business rule (operational) issues.
• Work out of a ticketing system to accept, resolve and triage incidents, as well as handle critical incidents raised to the team by email.
• Perform occasional data analysis and reporting in excel, including identifying trends and root causes in data.
• Demonstrate strong investigative and problem-solving skills
• Have strong verbal and written communication skills, in order to liaise with internal staff and customers to investigate problems.
• Have an eagerness and ability to absorb large volumes of information, and continue to stay up to date with constant system releases and changes.

Systems Used

SAP CRM system
SAP payments system (SAP PSCD)
Incident (ticket) Management system (HP Service Manager) Microsoft Excel – Proficient/advanced skills required
 
All applicants must be Australian citizens, preferrably with AGSVA clearance
please note: Applicants who are not Australian Citizens will not be considered for this role.