AddressAt SBS, we embrace difference, and we welcome applications from people of all backgrounds.
We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.
About Us
SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.
Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.
SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.
SBS News â¯brings Australians a unique perspective with our extensive news coverage from home and around the world. We have a strong reputation for delivering high quality and distinctive content across our broadcast, digital and audio platforms with the SBS Charter at its core. We look for potential in our staff and are committed to ongoing development.
About The Role
In this role you will lead a dynamic team of customer-focused professionals in delivering exceptional Service Desk support.
You will also:
- Ensure adherence to processes and meticulous attention to detail in issue resolution.
- Collaborate with the team to meet service levels and KPIs on a 24/7 rotating roster basis.
- Take charge of on-call responsibilities outside of regular hours.
- Responsibilities include:
- Guiding the Level 1 support team in following protocols and ticket management.
- Prioritizing communication on Aged and VIP tickets for enhanced customer satisfaction.
- Conducting team KPI reporting and ticket audits.
- Coaching team members on best practices for continuous improvement.
- Managing knowledge base and intranet documentation for accuracy and relevance.
- Providing frontline IT support across various platforms (web, email, phone, face-to-face).
- Performing basic system administration tasks and supporting SBS business applications.
- Utilizing the Helpdesk database effectively and updating system documentation as needed.
- Adhering to IT processes, SLAs, and protocols to ensure operational efficiency.
- Flexibility to work shifts and respond to after-hour calls for 24/7 support.
About You
Ideally, you will be:
- Proficient in Windows 10 and 11, as well as Apple Mac OS, with a focus on user support.
- Demonstrated leadership skills with previous experience managing a Level 1 a195858a1cdd04af83f69aa17ff207d1 Team.
- Familiarity with IT Service Management processes and methodologies, including ITIL.
- Possession of ITIL V3 Foundation Certificate.
- Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
- Previous experience working in a 24/7 operational environment.
- Motivated and engaging personality, eager to develop both personally and professionally within the organization.
Feel like you meet most, but perhaps not all the criteria listed? Then, send through your detail as whilst we have specific requirements in mind, we can look at how we can bridge the gaps!
Some of the reasons to consider working with us
- The people! a genuine sense of feeling included (we truly celebrate and welcome difference!) and being part of one of the most inclusive companies in Australia!
- The culture and the engagement of our workforce, we are proud to have an employee engagement score of 82% with low levels of employee turnover.
- A brand that is not only recognisable but trusted and established, we have been broadcasting for over 40 years and we’re not done yet!
- We offer a range of benefits from, health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and for our Sydney based employee’s free gym membership!
- We also love to promote from within! we have allocated funds to do just that and help with training gaps when moving from role to role.
- Want to learn more? Then hit apply and take the first step to applying for not just another job but a possible whole new career!
Want to learn more? Then hit apply and take the first step to applying not just for another job but a possible whole new career in a purpose led organisation!
Not quite the right role for you? No problem, how about popping your details into our talent pool? Email us at ***************@sbs.com.au to let us know what roles would be of interest to you and we will keep you informed of when they arise! (If you no longer want to be listed in our talent pool, then just email us and let us know and we will remove your detail).
For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS
Adjustments
SBS recognises that everyone is unique, and you might require some adjustments to ensure you have the best opportunity to apply and put your skills forward for consideration. If we can make some adjustments to the SBS recruitment/interview process to better enable you to shine, then please contact *******@sbs.com.au and let us know.
Adjustments include but are not limited to; alternative application methods, interview setups, physical requirements, guidance for trans or gender diverse applicants, specific interview availability times and more.
To find out more about reasonable adjustments with SBS, please view our video here.
We are shortlisting applications as they come in, so don’t delay, apply today!
Please note we do not accept unsolicited emails from agencies. All applications should be submitted through our official channels. Thank you
