AddressThe CFA are proud of the work we do, protecting lives and property, 24 hours a day, 7 days a week.
With over 51,000 volunteers CFA strives to be an organisation of choice for volunteers and employees. We, embrace individuals with diverse skills, experience and backgrounds, recognising the unique value they bring to CFA.
Want to read more about the Country Fire Authority (CFA) click here.
About the Role
At CFA, the Service Desk team is the frontline support for all ICT matters, ensuring smooth operations across the organisation.
Reporting to the ICT Infrastructure and Operations Manager, the Team LeaderService Desk guides the team in meeting KPIs and SLAs. You will provide technical guidance and support for platform integration activities and stay updated on industry best practices to advise on technology solutions.
The Team Leader also takes a hands-on approach, assisting the team in resolving complex ICT matters and providing leadership, coaching and mentoring. You will promote a customer-focused approach, emphasising excellent communication skills to explain technical matters to non-technical users.
Additionally, you will actively participate in ICT change management decisions and foster cross-functional partnerships with other ICT departments to support the Service Desk team in responding to incidents and service requests effectively.
About You
Our ideal candidate will be able to demonstrate the following:
- Bachelor's degree in computer science, information technology, or other related field, coupled with relevant industry qualifications such as ITIL.
- Experience working as Team LeaderService Desk, service delivery manager and/or technical customer success manager within the ICT services / software / cyber security sector.
- Demonstrated experience implementing and enforcing best practices for incident management, problem resolution, and escalation procedures.
- Technical background with proficiency in enabling the successful coordination of platform integration activities and providing technical guidance to customers.
- Exceptional organisational skills, attention to detail, and a proactive approach to problem-solving.
- Demonstrated experience managing services within set SLA's and KPI's.
- Exceptional knowledge of ITIL service management principles and ITSM tools such as ServiceNow and Cherwell.
- Exemplary technical expertise in end user computing and applications (including Windows, Office, M 365, Sharepoint, InTune, Azure).
Why choose CFA
- Meaningful Purpose: Your contribution truly makes a difference
- Work-Life Balance: Paid parental leave, generous leave provisions
- Growth Opportunities: Learning and development
- Flexibility: Hybrid work options with flexible work arrangements
- Discounts: Emergency Memberlink discounts on various services
- Wellbeing Focus: Healthy for Life programs, flu vaccinations
- Member Assistance Program: Access support across 8 service pathways
Your Application
Click the 'apply' button to access our online application form. Here you will be asked to provide personal and contact details and respond to employment-related questions.
When applying for a position with CFA, please submit a cover letter and resume that demonstrates your qualifications, experience, key attributes and skills required for the position.
Pre-employment Checks
Offers of employment will only be made to candidates who:
- Successfully complete a National Police History Check, Working Rights Check and hold a valid Working with Children Check.
CFA is committed to creating and maintaining a diverse, inclusive, and safe volunteer and work environment. Our aim is to have a volunteer and paid workforce that reflects the community it serves. First Nations people, women, people of all ages, with disabilities and culturally and linguistically diverse people are encouraged to apply.
Applications close: 11:59pm 6th June 2024
If at any stage of the recruitment and selection process you require an alternative format to the application material or reasonable adjustment to the interview arrangements, please don't hesitate to contact the person listed on the ad or alternatively, email ***********@cfa.vic.gov.au
The Country Fire Authority (CFA) values your privacy. We will use the information you provide when you are applying for employment with us for the purpose of recruitment, selection, evaluation and appointment and to report on anonymised key metrics (e.g. diversity). The information we collect will be handled in accordance with privacy laws, including the Privacy and Data Protection Act 2014. You can view our Privacy Statement here. For access and correction of the information we have collected, contact ***********@cfa.vic.gov.au
