Main characteristics
- Location
- Dawes Point, New South Wales
- Company
- Randstad
- Salary
- AU$ 130000 - AU$ 140000 /per year
- Employment type
- Permanent
- Category
- IT & ICT
Job summary
job detailsJob role: Service Desk Team Lead
Location: Sydney, NSW
Type: Permanent Opportunity
Please only apply if you're an Australian Permanent Resident OR Citizen.
...
The role
Your role involves guiding, supervising, and providing assistance to a group of analysts. Together, your team is responsible for providing service desk and onsite concierge services to the to the business across a 24x7 service. Your main duty in this role is to efficiently manage and oversee the entire process of delivering these essential services.
Your objective is to guarantee that the service standards are consistently achieved and even surpassed. This entails closely monitoring the team's performance and ensuring that they meet the predefined metrics and benchmarks consistently, in order to meet and exceed customer expectations. Additionally, the role requires maintaining thorough records of all service desk procedures, conducting regular assessments, and actively searching for opportunities to enhance processes.
Key responsibilities but are not limited to:
- Maintain the supervision and coordination of day-to-day service desk and concierge operations, ensuring the team consistently meets expectations.
- Create and uphold an extensive knowledge repository for commonly encountered end-user problems, troubleshooting procedures, and solutions.
- Supervise and monitor inventory of hardware and software, covering procurement, deployment, maintenance, and retirement.
- Engage in projects concerning end-user assistance, including tasks like system upgrades, software introductions, and process enhancements.
- Monitor key performance indicators such as response time, resolution time, and customer satisfaction, taking appropriate measures to achieve or surpass performance goals.
- Guarantee team adherence to all regulatory, compliance, risk, and security obligations.
- Aid in workforce planning to satisfy team-related business needs, including managing shifts and projecting resources based on incoming transaction volumes.
- Serve as a technical point of escalation within the team, collaborating with other groups when additional support is necessary.
- Promote the redistribution of workload from 2nd and 3rd level resolver teams, emphasising prompt issue resolution upon initial contact and focusing on developing the team's skills.
- Supervise feedback channels to gauge customer satisfaction levels and implement necessary actions to address concerns and enhance service excellence.
- Lead, empower, and offer daily guidance to the team.
- Conduct regular individual meetings with employees and consistently offer performance-related input to team members.
- Organise on-the-job training, coaching, and guidance for team members, while recognising prospects for further growth, aligned with the company's training and advancement initiative.
- Address employee concerns in a resolute and impartial manner, escalating crucial topics and/or problems to higher management.
- Extend technical assistance to both internal and external clients through various means like phone, email, and face-to-face interactions whenever necessary.
Key requirements:
- 2-3 years experience in a similar role
- Proficient in PC support competencies and well-versed in pertinent software, hardware, and operating systems.
- Proficiency in time management, task planning, and organisational skills, including the skill to prioritise tasks while considering their impact on the business.
- Demonstrates robust analytical and decision-making proficiencies, with a commitment to perpetually enhancing processes.
- Exceptional aptitude for resolving problems and troubleshooting, adept at addressing intricate technical challenges.
- Possesses prior experience in employing ServiceNow or a comparable Service Management tool.
If this sounds like an opportunity you would be interested in, please apply with an up to date CV or email at [Apply online].
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
show more
Job role: Service Desk Team Lead
Location: Sydney, NSW
Type: Permanent Opportunity
Please only apply if you're an Australian Permanent Resident OR Citizen.
The role
Your role involves guiding, supervising, and providing assistance to a group of analysts. Together, your team is responsible for providing service desk and onsite concierge services to the to the business across a 24x7 service. Your main duty in this role is to efficiently manage and oversee the entire process of delivering these essential services.
Your objective is to guarantee that the service standards are consistently achieved and even surpassed. This entails closely monitoring the team's performance and ensuring that they meet the predefined metrics and benchmarks consistently, in order to meet and exceed customer expectations. Additionally, the role requires maintaining thorough records of all service desk procedures, conducting regular assessments, and actively searching for opportunities to enhance processes.
...
Key responsibilities but are not limited to:
- Maintain the supervision and coordination of day-to-day service desk and concierge operations, ensuring the team consistently meets expectations.
- Create and uphold an extensive knowledge repository for commonly encountered end-user problems, troubleshooting procedures, and solutions.
- Supervise and monitor inventory of hardware and software, covering procurement, deployment, maintenance, and retirement.
- Engage in projects concerning end-user assistance, including tasks like system upgrades, software introductions, and process enhancements.
- Monitor key performance indicators such as response time, resolution time, and customer satisfaction, taking appropriate measures to achieve or surpass performance goals.
- Guarantee team adherence to all regulatory, compliance, risk, and security obligations.
- Aid in workforce planning to satisfy team-related business needs, including managing shifts and projecting resources based on incoming transaction volumes.
- Serve as a technical point of escalation within the team, collaborating with other groups when additional support is necessary.
- Promote the redistribution of workload from 2nd and 3rd level resolver teams, emphasising prompt issue resolution upon initial contact and focusing on developing the team's skills.
- Supervise feedback channels to gauge customer satisfaction levels and implement necessary actions to address concerns and enhance service excellence.
- Lead, empower, and offer daily guidance to the team.
- Conduct regular individual meetings with employees and consistently offer performance-related input to team members.
- Organise on-the-job training, coaching, and guidance for team members, while recognising prospects for further growth, aligned with the company's training and advancement initiative.
- Address employee concerns in a resolute and impartial manner, escalating crucial topics and/or problems to higher management.
- Extend technical assistance to both internal and external clients through various means like phone, email, and face-to-face interactions whenever necessary.
Key requirements:
- 2-3 years experience in a similar role
- Proficient in PC support competencies and well-versed in pertinent software, hardware, and operating systems.
- Proficiency in time management, task planning, and organisational skills, including the skill to prioritise tasks while considering their impact on the business.
- Demonstrates robust analytical and decision-making proficiencies, with a commitment to perpetually enhancing processes.
- Exceptional aptitude for resolving problems and troubleshooting, adept at addressing intricate technical challenges.
- Possesses prior experience in employing ServiceNow or a comparable Service Management tool.
If this sounds like an opportunity you would be interested in, please apply with an up to date CV or email at [Apply online].
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
show more
- skills
Problem Solving; Good Communication; Windows 10; Microsoft Office 365; Active Directory; Azure AD; Intune; ServiceNow; Leadership[
- qualifications
- ITI
- Active Directory
- Windows 10
- Microsoft Office 365
- Azure AD
- Intune
- ServiceNow
- Leadership
- education
Bachelor Degree
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