Service Desk Team Leader

Snap Talent Int. Pty Ltd

Our client are all about building for the future. That means helping organisations map the way forward using new technology to improve efficiency.

  • Competitive salary
  • Work with the latest technology
  • Working with Australian and New Zealand Leading industries
About the company
Our client are all about building for the future. That means helping organisations map the way forward using new technology to improve efficiency, capability, functionality, and security.
Their primary strength is in managing infrastructure: Server and Storage Hardware, Microsoft and Linux platforms, Citrix, Virtualisation, Disaster Recovery and Corporate Network Solutions, together with our consulting, Security and IT Project Management capabilities.
This includes a fully staffed Network Operations Centre (NOC) for those clients needing ongoing support, where senior engineers work closely with their helpdesk on all jobs. Their state-of-the-art helpdesk system ensures that all requests are handled rapidly, and by the best person for each job.
About the role
The purpose of this position is to oversee the activities of the Service Desk to ensure that they deliver excellent customer service, and provide customer guidance. Your priority is to meet all customer expectations and keep track of all performance indexes which include but are not limited to:
  • Ultimate responsibility for ownership of all customers incidents or logged service requests
  • Track the incidents to conclusion in line with SLAs and quality standards
  • Manage critical customers incidents, associated with customer communication, activities and any appropriate escalations
  • Provide information about incidents analysis and KPIs
  • Build services relationship with customers and conduct service reviews for key customers
  • Review performance reports, service improvements, service quality and processes
    Provide management and performance reports
Skills & experience
  • Relevant Industry university/tertiary qualification or equivalent in IT Computer studies
  • Microsoft Certified Professional or above level (current or within renewal capacity)
  • ITIL Service Delivery qualification is highly desirable
  • Minimum of Two (2) years relevant experience either in a similar role managing a Service Desk
  • Good knowledge of customer relations and management
  • Ability to showcase good leadership skills to carry team members along
  • Expert knowledge of Microsoft desktop applications – Current Microsoft Windows and Office versions
  • Working knowledge of Microsoft Server applications – Current Windows Server and Microsoft Exchange version
  • Strong Active Directory skills and Windows Server management
  • Solid understanding of Office 365 Solutions and Management
  • Understanding of Virtualised Server Environments including VMWare and Hyper-V
  • Solid understanding of networking technologies such as TCP/IP, DNS, DHCP, routing/subnetting, WiFi and firewall technologies
  • Experience working and administering Citrix and terminal server environments
  • Experience working with Linux/Windows web hosting environments, and CISCO/Juniper/ProCurve networking hardware
  • Experience with Connectwise or similar ticketing system
  • Experience with Solarwinds N-able or similar monitoring system
  • Experience with remote support programs such as VNC and Logmein Rescue
  • Excellent technical diagnostics and resolution skills
  • Current Australian driver’s licence
Benefits & culture
People like working for here because of their ability to provide the quality of service to their customers that they advertise. They also have a great team and the opportunity to work with the latest tech systems and environments.
  • Tools of the trade provided.
  • Ongoing training and development.
  • Paid course certifications.
  • Labs are available to employees.
  • Parking available
  • True flexibility for family time.
Click on the APPLY button or contact James on 02 8005 7627