Service Delivery Lead

A contract role for a Service Delivery Lead for a SA Government Department based in the Adelaide CBD

Your new company 

This Government department in South Australia is an independent body responsible for administering justice on behalf of the people. It operates separately from the legislative and executive branches of government, ensuring that the administration of the department aligns with the exercise of judicial power. 

Your new role 

This organisation seek a candidate to assist in building, developing, or transforming our ICT Service Desk over a 3-6 month period. The current service desk, managed by the department, comprises approximately 7 staff members who support around 700 employees. The service desk is divided into two teams. The main team handles incoming calls, customer issues, and provides phone assistance. When necessary, they escalate tickets to a technical team. Their goal is to reform and enhance the service desk, improving service quality for customers and streamlining processes for staff. 

Main Deliverables

• Assessment of Services: Develop a support service catalogue by evaluating the services currently provided.
• Workflow Development: Create a step-by-step guide (prescripts) for resolving major problems, with the aim of eventually turning these into scripts.
• Documentation Review: Assess the value of existing documentation for future scripts and support resources.
• Service Model Evaluation: Examine the current service model and assess its effectiveness.
• Recommendations: Propose ways to enhance service provision and improve the overall service model.

Secondary Deliverables

• Mentoring Existing Staff

• Ticketing Process Improvement Recommendations

• Phone Disposition Process Improvement Recommendations

• Full Service Script Development

• Additional Process Improvements

What you'll need to succeed 

• Experience and knowledge in operating a support desk.
• Skills to identify shortcomings, propose improvements, and implement changes.
• An understanding that internal resources and processes are limited, potentially requiring development from scratch.
• Awareness that team resourcing is currently low but expected to increase in the next ~6 months.
• An understanding that existing staff are mostly self-trained and can contribute only to a limited extent.

What you need to do now 

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 41***or ***************@hays.com.au for further information.
 
  At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.
 
  If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.