Service Desk Team Lead

Service Desk Team Lead (Weekend work)

What is in it for you?

• 12 Months Contract
• Opportunity to work with a leading industry player, Competitive salary,
• Based in Adeliade

What we need from you / What our client requires

• Strong and proven exp in Team lead role.
• Managing a team of officers
• Taking significant responsibility for the user's service experience and consistently striving to deliver high quality ICT support.

About our client:

Our client is a global leader in the sector, positioned at the forefront of service delivery in Australia. Supporting millions of citizens, the organization is central to the nation's mission to become a world leader in digital public services.

Role Description

Comfortable working on shift timing:

Saturday & Sunday from 7.00am to 7.00pm and Monday from 8.00am to 5.45pm

Role:

• The Service Desk Team Leader is responsible to a Service Desk Manager, for the delivery of customer-oriented service within an efficient Service Desk .
• The key outcome for this role is to ensure effective delivery of the operational business support activities of the Services Desk Team, including human resources, occupational health, safety and welfare.
• The incumbent will be responsible for the delivery of effective and knowledgeable incident and service request management in accordance with policies, procedures and service level agreements. The incumbent will be a subject matter expert on the function and operation of the Service Desk.
• The position will provide training of staff as directed in the correct use of all standard desktop applications and hardware.
• The incumbent will also be required to share experience with more junior staff, monitor of team performance and provision of performance feedback to team members.
• Taking significant responsibility for the user's service experience and consistently striving to deliver high quality ICT support.
• Managing incoming calls and emails in a disciplined and structured manner, exceeding minimum service standards defined by the line manager, and ensuring users are regularly informed on the progress of their incident or request.
• Taking significant responsibility for the user's service experience and consistently striving to deliver high quality ICT support.
• Managing incoming calls and emails in a disciplined and structured manner, exceeding minimum service standards defined by the line manager, and ensuring users are regularly informed on the progress of their incident or request.
• Providing high level service desk support for standard desktop applications, and other approved software, leading to high levels of first call resolution of incidents.
• Effectively managing the escalation of incidents to other sections of Digital Health SA and external service providers, maintaining ownership of the incident until it is resolved and closed. Taking appropriate escalation actions when resolution times fall outside agreed service standards.
• Providing leadership and support to team members in the triage and resolution of complex or major incidents.
• Effectively managing the escalation of incidents to other sections of Digital Health SA and external service providers, maintaining ownership of the incident until it is resolved and closed. Taking appropriate escalation actions when resolution times fall outside agreed service standards.
• Provide guidance to external groups on the integration of new services or processes into the Service Desk.

Experince:

• Proven ability to both manage and work as a member of a team in a manner that fosters the co-operation of team members.
• Demonstrated ability to problem solve through investigation, research and consultation.
• Ability to document procedures to improve response, installations, training and problem solving.
• Demonstrated ability to consistently meet deadlines, work under pressure with minimal supervision, determine priorities, plan and organise work and maintain accuracy.
• Proven ability to lead a team, to develop effective communications and establish supportive networks.
• Ability to exercise judgement and vigilance to ensure the confidentiality of all records within the area of responsibility.
• Ability to devise training packages and train staff for access.
• Demonstrated experience in the provision of excellent customer service.
• Significant experience in working effectively in a technical service desk environment.
• Demonstrated experience in the use of a range of computer systems.
• Demonstrated experience in working with highly confidential material and ability to maintain confidentiality of sensitive and confidential information.

Talented, committed, can-do individuals have always been the cornerstone of this dynamic organisation. If you have what it takes to thrive in this role and want to know more, please reach out to Preetika on +61 28028 3141 OR [email protected]

Joining Akkodis Benefits

• Weekly or Monthly Pay
• No payrolling processing fees
• Upskilling opportunities and training discounts
• Associate gatherings events
• AKKODIS SME meet ups/information sessions
• EAP Support Program
• Dedicated Account Management support team

Privacy

Due to new privacy laws regarding the collection and handling of personal information, all applications must be submitted online. Once you click on the "apply for this job" button below you will be directed to our Online Centre where you will have the opportunity to read and agree to our Privacy and Consent statements and it will allow your details to be formally lodged and processed correctly.


"Akkodis is an Equal Opportunity employer, committed to all forms of workforce inclusion. We actively invite and encourage applications by candidates from diverse backgrounds"