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Form of workWorking with Area9
Area9 supports diversity, equity and inclusion in the workplace, and continuously develops a happy and safe place to work, creating a team of valued and long-term employees. Area9 has a passion for professional development and you'll have an opportunity to achieve relevant industry certifications with training costs provided by Area9. You will be part of a friendly, collaborative team, opportunity to join our social club and receive staff discount on purchases from our online store.
Salary and perks include:
- Above-award base salary.
- Applicable Superannuation.
- Opportunity to achieve bonuses/incentives.
- Paid Professional Development.
- Social club.
- Staff service awards.
- Staff discount.
About Us
Area9 IT Solutions is a well-known, innovative and dynamic IT solutions and service-delivery company based in Darwin, Northern Territory, with a diverse client base across a number of industry sectors. We provide IT support services to over 500 clients and have two Datacentres that provide a range of Cloud Services to clients using technologies from industry leading vendors such as Cisco, Fortinet, Palo Alto Networks, HP, Pure Storage and VMware.
As the Service Desk Queue Manager you will oversee the daily operations of our Service Desk team consisting of Level 1 and Level 2 engineers and ensure that all tickets are resolved in a timely and professional manner. You will also be responsible for ensuring that quality and operational standards and KPI’s are met and, be the escalation point for customer issues.
Other duties include:
- Ensure timesheet compliance for the team.
- Manage Service Desk phones and job queues.
- Plan, prioritise and assign tasks.
- Provide regular updates and reports to Management and Directors.
This role is based in Darwin, NT, therefore applicants must be currently located in or have existing plans to relocate to Darwin.
Skills & Experience required
- 3+ years’ experience in a technical delivery role.
- 2+ years’ supervisory or team lead experience within a helpdesk.
- High level of customer service skills.
- Excellent verbal and written communication skills.
- Well-developed time management and follow up skills.
Qualifications
- ITIL Certification or similar industry qualification.
- Tertiary qualification or other Supervising or Management certification.
- IT vendor certifications/accreditations.
Personal Attributes
- Must be able to motivate and lead a team.
- Commitment to customer satisfaction.
- Show initiative.
- Self-motivated.
- Ability to work under pressure and effectively handle busy periods.
How to Apply
Upload a 1-page Cover Letter and your Resume via SEEK. Applications close 3rd May 2024.
- Your application must be accompanied by a cover letter addressing the role requirements.
- Only Australian residents or those who hold the relevant Visa with authority to work in Australia are eligible to apply.
- You must be willing to undergo a National Police Check.
- Only shortlisted candidates will be contacted.
