Service Desk Team Leader | Epping - Head Office | Full Time

The Benefits

• Leading Not-for-Profit Organisation
• Rewarding leadership opportunity
• Full time position
• Competitive remuneration with salary packaging options

About the Role:

The Service Desk Team Leader will be responsible for leading and managing the IT Service Desk team and ensuring that a customer-centric culture is maintained. The role will oversee all incidents and service requests and be responsible for managing the IT organisation’s product service portfolio, driving continuous improvement through the group. This position reports to the Chief Information Officer

Key Responsibilities

Service Management

• Develop the IS Service Catalogue and implement SLAs with the business for core services
• Identify and implement improvements to the service desk ticketing system and processes
• Manage all incidents and requests according to SLAs
• Provide reporting to CIO and IS team for Service Desk performance
• Identify areas for improvement for the IS team by analysing incidents and requests for common problems
• Act as the central point of communication between IS and the business for problem resolution and high priority incident management.
• Manage the service desk team to ensure that all tickets are updated in a timely manner and that solutions are documented in the IS knowledge base
• Review and complete incident reports for all P1 incidents and report back to CIO
• Create and manage a support matrix for all products within the IS portfolio
• Manage licenses and IS assets for SCC

Desktop Support

• Provide Level 2 technical support to the service desk team and take overflow work as required to ensure satisfactory performance of the service desk.
• Ensure that problems are managed according to ITIL methodology and that resolutions are recorded in the IT Knowledge Base and made available (where appropriate) to the user community.
• Ensure that change management processes are followed and approved through the change management system

Customer Satisfaction

• Conduct regular surveys with the customer base to gauge satisfaction levels within the business
• Develop an IS induction process to familiarise staff with the IS product portfolio and processes
• Provide customers with some self-service functionality to be able to log tickets, look up solutions, etc
• Publish reports to highlight service desk usage and satisfaction levels.

About You:

• Ideally 3 years experience in similar role, with a year or more in supervisory / leading a team experience
• Excellent communication and documentation, with good problem solving and trouble shooting skills
• Detailed knowledge of Windows 10 (and other Windows operating systems) and Office365 (including Microsoft Office)
• Demonstrated customer service skills
• Experience in using Teamviewer or equivalent technology (desirable)
• Relevant IT accreditation or certifications. These could include MCP or CompTIA A+ (or experience demonstrating such knowledge)
• ITIL Certification (e.g. foundation certificate)

This position will be On call & call outs. As the business involves work outside business hours, may be rostered to be on call on a regular basis.

About Us

Southern Cross Care (NSW & ACT) is a leading not-for-profit high-quality aged care provider. For 50 over years, our name has been trusted by the community to provide care and support services for thousands of people in over 40 locations across NSW and the ACT. We offer a full continuum of integrated care services for older people, from home care, through to retirement living and residential care.

Sorry! We are not working with external partners at this point of time

How to Apply

Name: Shaista Ali-Skinner

Email: recruitment@sccliving.org.au

Phone: 02 9790 9440

Only shortlisted candidates will be contacted.