Main characteristics
- Location
- Emu Heights, New South Wales
- Company
- Randstad
- Salary
- AU$ 133000 - AU$ 154000 /per year
- Employment type
- Permanent
- Category
- IT & ICT
Job summary
job details1. Provide Service Desk Operations
Major Actions
Maintain an ITIL compliant service desk for incident and problem management.
Taking full responsibility for customer service experience and consistently striving to deliver
high quality ICT support.
Receive, log and report on incoming service requests and ensuring customers are regularly ...
informed on the progress of their request.
Use judgment and problem-solving skills to provide Service Desk services, identify problems,
and apply the most appropriate course of action for resolution.
Use communication and interpersonal skills to convey ideas/solutions to clients.
Champions continuous improvement opportunities across all aspects of Service Delivery.
Create user guides/self-serve solutions and introduce capability for internal stakeholders as
required.
Ensure Service Desk is up to date with new technologies and latest procedures.
Maximise utilisation of Service Desk toolset.
2. Service Delivery Management
Major Actions
Plan the appropriate sequence of activities and coordination of resources.
Provide timely information for minor and major system outages.
Provide technical expertise and guidance to support s cyber security posture and risk
program.
Track resolution of service requests to evaluate performance and training needs.
Provide overview of performance through management reports as requested.
Guides continuous improvement efforts for the service.
Actively participate in CAB to ensure that all changes are reviewed and forecast any impact it
may have on the user experience and Service Desk workload
Liaise with multiple vendors for issue / request tracking
Manage asset and inventory for ICT hardware
Participate in RFPs / Tenders as per the Procurement guidelines
Key Result Areas
3. Team Leadership
Major Actions
Provide coaching, support and direction to team members.
Ensure the team complies with relevant legislative and statutory requirements and/or industry
codes, practices and standards
Evaluate and report on performance through the MyPlan (performance) processes.
Identify and act on team training and capability needs
Contribute to the development of training plan for the section in consultation with the
management team
Facilitate and encourage a cooperative team environment
Ensure all attempts are made to effectively resolve conflicts within the team environment
Follow policy if disciplinary action is required
Assist in the response to resourcing needs
4. Financial Management
Major Actions
Assist ICT Operations Manager and Finance Business Partner in preparation of annual budget
for managed Cost Centres/Projects
Manage budget for allocated Cost Centres/Projects
Analyse budget data, and identify and report on trends
Manage s assets held
5. Customer Service
Major Actions
Provide effective service to customers, internal and the community
Accurately identify the needs of customers and take appropriate action to satisfy customer
needs
Present a positive image of
Qualifications, Experience and Specialist Skills & Knowledge
Essential
A tertiary qualification in Information Management, Information Technology, Business
Administration or equivalent.
Demonstrated experience managing cyber security operations and cyber security capability.
Extensive experience in customer management and customer engagement.
Proven experience in ICT Service Delivery in a Service Desk function, direct business
engagement, and multiple technology domains.
Extensive expertise with the Microsoft ecosystem of software.
Demonstrated ability to lead, manage and develop team members.
Demonstrated experience in financial management to ensure operations are within allocated
budget.
Desirable
Sound understanding of Australian Cyber Security Centres Essential Eight.
ITILv3 Certification with practical application.
Experience with a range of IT service management software.
show more
1. Provide Service Desk Operations
Major Actions
Maintain an ITIL compliant service desk for incident and problem management.
Taking full responsibility for customer service experience and consistently striving to deliver
high quality ICT support.
Receive, log and report on incoming service requests and ensuring customers are regularly
informed on the progress of their request.
Use judgment and problem-solving skills to provide Service Desk services, identify problems,
and apply the most appropriate course of action for resolution.
Use communication and interpersonal skills to convey ideas/solutions to clients.
Champions continuous improvement opportunities across all aspects of Service Delivery.
Create user guides/self-serve solutions and introduce capability for internal stakeholders as
required.
Ensure Service Desk is up to date with new technologies and latest procedures.
Maximise utilisation of Service Desk toolset.
2. Service Delivery Management
Major Actions
Plan the appropriate sequence of activities and coordination of resources.
Provide timely information for minor and major system outages. ...
Provide technical expertise and guidance to support s cyber security posture and risk
program.
Track resolution of service requests to evaluate performance and training needs.
Provide overview of performance through management reports as requested.
Guides continuous improvement efforts for the service.
Actively participate in CAB to ensure that all changes are reviewed and forecast any impact it
may have on the user experience and Service Desk workload
Liaise with multiple vendors for issue / request tracking
Manage asset and inventory for ICT hardware
Participate in RFPs / Tenders as per the Procurement guidelines
Key Result Areas
3. Team Leadership
Major Actions
Provide coaching, support and direction to team members.
Ensure the team complies with relevant legislative and statutory requirements and/or industry
codes, practices and standards
Evaluate and report on performance through the MyPlan (performance) processes.
Identify and act on team training and capability needs
Contribute to the development of training plan for the section in consultation with the
management team
Facilitate and encourage a cooperative team environment
Ensure all attempts are made to effectively resolve conflicts within the team environment
Follow policy if disciplinary action is required
Assist in the response to resourcing needs
4. Financial Management
Major Actions
Assist ICT Operations Manager and Finance Business Partner in preparation of annual budget
for managed Cost Centres/Projects
Manage budget for allocated Cost Centres/Projects
Analyse budget data, and identify and report on trends
Manage s assets held
5. Customer Service
Major Actions
Provide effective service to customers, internal and the community
Accurately identify the needs of customers and take appropriate action to satisfy customer
needs
Present a positive image of
Qualifications, Experience and Specialist Skills & Knowledge
Essential
A tertiary qualification in Information Management, Information Technology, Business
Administration or equivalent.
Demonstrated experience managing cyber security operations and cyber security capability.
Extensive experience in customer management and customer engagement.
Proven experience in ICT Service Delivery in a Service Desk function, direct business
engagement, and multiple technology domains.
Extensive expertise with the Microsoft ecosystem of software.
Demonstrated ability to lead, manage and develop team members.
Demonstrated experience in financial management to ensure operations are within allocated
budget.
Desirable
Sound understanding of Australian Cyber Security Centres Essential Eight.
ITILv3 Certification with practical application.
Experience with a range of IT service management software.
show more
- skills
Management, ITIL, ICT support, problem-solving, service Desk toolset, coaching, support
- qualifications
- A tertiary qualification in Information Management
- Information Technology
- Business
- Administration or equivalent.
- education
Associate Degree/Diploma
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