Helpdesk Team Leader

HELPDESK TEAM LEADER
About the role
We have created a new Helpdesk Team Leader position to help support our small internal Helpdesk Team based in our Brisbane Office at Eagle Farm. The role involves working tickets, managing and reporting helpdesk functions and being the point of escalation queries and requests from the Help Desk team. Previous experience in a similar role will be essential.
This opportunity:

• Assist the team to reach effective resolution of helpdesk tickets, incidents, calls and interactions whilst always maintaining a high level of customer service;
• Assist the Helpdesk with duties due to absence/leave/training;
• Be a point of escalation - you will also be a coach and mentor to the support team;
• Monitor and manage service support team performance by ensuring objectives are clearly understood;
• Assist, develop and maintain effective documentation of support processes, procedures and work instructions for the helpdesk function;

About you:

• At least 4+ years experience as a Level 2 IT Officer or equivalent;
• Experience and demonstrated ability to provide technical expertise and guidance to resolve complex technical issues;
• Experience and demonstrated ability to lead a small team;
• Professionally manage small to medium projects with reporting to management;
• Previous experience participating in a range of IT projects;
• Previous experience in greenfield deployments is desirable;
• ITIL and MSCA certifications are desirable;
• Ability to manage and support users in remote and varied locations;
• Ability to manage priorities and triage incidents;
• Good customer relations skills;
• Ability to work autonomously and as a team;
• Superior problem solving and adaptability;
• Able to identify and prioritise improvement methods;
• Adaptable and flexible in approach and solutions;
• Valid driver’s licence and own transport;
• Understanding of network connectivity and troubleshooting, desirable;
• A safety approach in keeping with Redpath's principle Safety - First, Last and Always;
• A drive for continuous improvement and innovative solutions;

In return you can expect:

• Competitive salary package
• Salary continuous insurance & life insurance
• Salary Sacrifice for Superannuation and Novated car leasing
• Discounted health insurance with BUPA
• Business improvement and innovation rewards
• Employee Assistance Program (4 sessions per annum), well-being assistance that's free for all the family

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