AddressThe Missing Link has been operating in Australia for over 26 years, helping businesses achieve their goals through IT transformation with our core offerings; IT & Cloud, Cyber Security and Automation.
Today, The Missing Link is one of the most awarded IT companies in Australia – recognised mainly for our people and processes. We pride ourselves on our training and development that ensures our staff can grow their careers alongside our growing business. Our people are our difference, and we are always looking for amazing talent to join our team.
About this Role:
The Missing Link is looking for an enthusiastic IT Support Coordinator to join our high performing infrastructure IT team. Working closely with the Service Delivery Manager and wider Support team, you will be involved in ensuring that The Missing Link’s services are delivered reliably and efficiently, and align with client needs and commercial agreements. You will be provided with ongoing support, training and development to thrive and succeed in the role.
Key Responsibilities:
Service Delivery Coordination
- Service transition
- IT Service Management (iTiL)
- Create and modify Managed Service agreements in ConnectWise.
- Provide technical team guidance on SmartSERVICES inclusions and exclusions.
- Assist in monthly project billing for Service Desk projects incl. build and deploys.
- Liaise with Sales and Solutions teams to coordinate ad-hoc technical work / Work Orders.
Team Administration
- Actively maintain the accuracy and completeness of Agreements, Configuration items, Risk Registers. Action Registers, Service Catalogue.
- Assist in maintaining asset register and updating asset processes.
- ConnectWise related administration tasks including creating and updating recurring tickets to support delivery of managed services.
- Assist with resource coordination including shift and on-call rosters, payroll updates.
- Collaborate with cross-functional teams, including sales, operations, and finance, to contribute towards areas where processes can be optimized.
Requirements
- Proven experience in Service Delivery or related area.
- Local experience engaging and interacting with various level of business stakeholders.
- Excellent communication, interpersonal skills, and the ability to collaborate effectively with cross-functional teams.
- Strong analytical and problem-solving skills, with the ability to identify process inefficiencies.
- Proficiency in using relevant software applications, such as ConnectWise.
- Strong attention to detail and organisational skills and ability to manage multiple deadlines simultaneously.
- Ability to build and maintain strong relationships with internal and external stakeholders.
- Ability to work well in a fast-paced environment.
- Ability to work autonomously and proactively.
- Experience working in an ITIL/ITSM framework and certification in ITIL.
Benefits
Great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.
Here are some of the best bits about working at The Missing Link:
- Hybrid / flexible working arrangements
- Supportive and collaborative environment
- Training / mentoring programs
- Regular fun social events
- Free breakfast, drinks and monthly lunches
- Great bonus structure
