AddressUTS College is the premium pathway for students into the University of Technology Sydney (UTS), Australia's number one young university. Our vision is to actualise potential and enhance lives through the power of learning, our actions, and our people. Our purpose is to provide the best available opportunity for students to develop the knowledge, skills and attributes they need to attain their goals through market-leading courses, teaching excellence and an emphasis on the student experience.
We currently have the opportunity for a ITDS Service Desk Team Lead to join the Professional Services team in an ongoing role. Reporting to the ITDS Service Delivery Manager, this role will be responsible for leading and managing the Service Desk team in providing customer support and managing support requests to resolution using best practice processes.
About the Role
Responsibilities include:
- Meeting service level agreements (SLAs) of answering calls within agreed timeframes by the Service Desk
- Meeting SLAs of resolving incidents with agreed timeframes
- Ensuring agreed timelines for resolution of aged incidents
- Tracking Service Requests to Level 2 acceptance
- Ensuring knowledge base is maintained and knowledge articles are reviewed in line with set timeframes
- Managing communications to customer in accordance with the ITDS Communications Strategy
- Meeting SLAs for serving walk up customers in Service Desk front counter area
- Manage support requests within the ITSM system including create parent tickets or create (or link to) problem tickets for appropriate incidents
- Develop and maintain the ITDS Service Catalogue so it is relevant and meaningful to users
- Process invoices for ITDS within agreed timeframes with ITDS Service Delivery Manager
- Work with ITDS managers on major asset management so they are procured within agreed timeframes
- Ensure tagging and noting of procured assets as required by policies and procedures
- Track orders and deliveries of assets are within SLAs
- Create and process Purchase orders within agreed timeframes with the ITDS Service Delivery Manager
About You
To succeed in this role our ideal candidate will have:
- Degree qualifications (postgraduate desired) in Information Technology or related field / ITIL v4 Accreditation / Technical accreditations (HDAA or other).
- Previous experience working in an ITSM environment (Incident, Change & Problem Management) and a working knowledge of ITIL processes and practices.
- Experience in leading Service Desk functions and personnel.
- Experience in strategy development and planning of enterprise-wide solutions in a higher education or similar environment, or consulting on end-to-end technology solutions for services organisations.
- Exceptional customer service focus and excellent communication and listening skills, including ability to translate technical terms into easily understandable language, and experience developing technical documentation.
- Prior experience in procurement of End User devices, peripherals.
- Mentoring skills and knowledge sharing.
What UTS College has to Offer!
- A flexible work environment (including working from home and from our convenient inner-city campus within walking distance to Central Station)
- A diverse workplace with a passion for encouraging and supporting inclusiveness
- Wellbeing programs (including discounted gym memberships, free and confidential access to an Employee Assistance Program, and wellbeing initiatives and resources)
- Continuous learning and professional development (including ongoing learning & development opportunities, free LinkedIn Learning access and the UTS Library)
- An easy-to-use Staff Recognition Program
- Additional paid leave over the December end of year holidays
- A competitive salary that includes 17.5% leave loading paid annually and salary sacrifice options
- A collaborative culture built on our Ethics of Respect, Integrity, Courage, Imagination, Compassion and Honesty
If this sounds like you, we’d like to hear from you!
Applications close 5 July 2024
For more information about Insearch visit https://www.utscollege.edu.au/
