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KBH SolutionsSee more

addressAddressAuburn NSW
CategoryCustomer Service

Job description

Technical Service Desk Manager required for global communications company based in Auburn, management and support of the Global Government Technical Service Desk supporting customers service needs.  Being the first point of contact for for staff, offering operational and technical support.  Strong Networking experience required, experience in a similar industry preferred.

Managing a small team of Technical Service Desk staff you will be leading a team with a strong focus of delivering strong service to their external and internal customers.

Key Responsibilities:

  • Managing the Level 1/2 (Service Desk) and Level 2 Support Engineers in the Group, via portal, email, chat, phone and walk-up methods, including management of escalated tickets across the technology environment.
  • Managing technology escalations from business users relating to networking issues through to resolution, including post-incident review.
  • Providing and maintaining self-service knowledge for users, Level 1 & 2 engineering support teams
  • Coordinate, support and troubleshoot IT systems
  • Strong customer satisfaction focus and delivery
  • Recruitment and rostering of staff
  • Onboarding and ongoing development and coaching of staff
  • Meeting business SLA's in delivery and service
  • Produce informative communications and briefings for internal and external stakeholders
  • Striving for continual service improvement in all aspects of the service desks operations, promoting a highly structured approach to identifying, reviewing issues and taking corrective actions to avoid future repetition
  • Analysis of data to identify and evidence the need for and benefits of improvement activities with measurable outcomes
  • Building a strong sense of “team” within the service desk functions and locations, motivating engineers and co-ordinators at all levels to engage and drive service performance and excellence
  • Provide an internal escalation point for overdue and high priority activities and issues
Essential Knowledge and Skills:  
  • Proven experience working in an IT Team Leader / Service Desk Lead / Networking Manager type capacity.
  • Experience working across IT Operations and Service Desk functions in Enterprise level organisation settings and environments.
  • A passion for providing high levels of customer service and satisfaction.   
  • Strong communication and analytical skills
  • Experience with working and solving problems using desktop and software management 
  • A desire to continuously drive service improvements
  • Confidence in engaging with senior stakeholders and maintaining professional relationships
  • Experience working within communication industry preferred
  • Experience of working with government entities desirable
  • Whilst this is not a technical role a broad technical knowledge would be advantageous
  • Previous experience in a Managed Service Provider environment, supporting multiple infrastructures
  • The ability to take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. 
  • Experience with working and solving problems in multidisciplinary teams, using desktop and software management and fault finding resolutions
  • Experience in explaining technical issues to technical and non technical people, using and understanding new and emerging technologies to support this
  • Satcom or networking experience
  • Hold or be able to hold an Australian Security Clearance
You will be required to work a rotating shift pattern to ensure the service desk members are supported at all times (24/7/365), flexible WFO/WFH options.

Must be Australian Citizen.

If you are highly motivated, with a passion for effective management and service please apply now! If you have any specific questions relating to this role, please contact Megan on 0412 611 ***

Refer code: 62970. KBH Solutions - The previous day - 2022-07-12 07:21

KBH Solutions

Auburn NSW

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