AddressIT Service Desk Team Lead - $118,925 - $126,903 + 15.4% Super + Benefits
A future with ASIC means that your work will contribute to ASIC's vision for a fair, strong and efficient financial system for all Australians. We value what you will bring. We value those with sharp, analytical minds and are open to challenging the way things are done.
Your Team
The Chief Technology Office provides a wide range of IT facilities and support services to ASIC. We are embarking on major technology projects that will transform our business and continue our significant technology transformation in a number of areas such as Regulatory portal, Industry funding model etc. We make use of the latest technology with an increasing focus on data sharing and analytics which will make ASIC a 'best in class' regulator supporting the Australian financial markets
The Role
As a Service Desk Team Leader, you will be required to:
- Rostering of staff to meet business needs
- Managing staff leave and training to limit customer experience degradation
- The assignment of tickets into the Service Desk team's queue as well as the timely and relevant updates of tickets.
- Review the ticket hygiene of IT Service Desk staff and provide regular feedback on improvements to ticket management.
- Allocate staff to answer calls to meet business expectations around response and wait times.
- Review the call recordings of IT Service Desk staff and provide regular feedback on the improvements to customer call management and triage steps.
- Guide IT Service Desk staff to provide relevant, timely and accurate documentation for the team when new solutions are identified to problems ASIC staff are experiencing.
- Identify and drive learning outcomes necessary for the successful on-boarding of new solutions into the IT Service Desk.
- Review ticket data and escalate risks identified that will impact customer experience and ideally provide mitigation options for management to consider.
About you
- Ideally experience of managing between 4 – 8 Service Desk staff in a large matrix environment
- Proven experience in delivering high-quality support services – including VIP users – in a timely, consistent manner.
- An understanding of the necessary skills to lead an IT Service Desk team day-day, preferably with demonstrated experience.
- Relevant tertiary qualifications in Information Technology.
- Exposure to Microsoft 365 platform, Active Directory, InTune, and End user technology.
About ASIC
ASIC's remit is one of the broadest of regulators across the world ASIC regulates corporations, markets, financial services and consumer credit and monitors and promotes market integrity and consumer protection in the Australian financial system. Through our enforcement work, we hold to account those who contravene the law, working to achieve strong outcomes that address the greatest consumer and investor harms.
Through Moneysmart, we aim to improve the skills and knowledge of Australians and provide information and tools to help them in their decision making. A future with ASIC means that your work will contribute to achieving ASIC's vision for a fair, strong, and efficient financial system for all Australians. ASIC is committed to a providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. Indigenous Australians are encouraged to apply as well as applicants from all backgrounds and with different abilities.
To work with us, you need to be an Australian citizen, and be prepared to complete an ASIC Suitability and Baseline Assessment which is issued ASIC's Security team. View the position description for more information or click ‘apply' to start your application. Please include a brief resume.
Applications for this role will close at 11:59pm on 14th July 2024.
