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As a passionate Team Leader, you will be co-leading a busy team of Service Delivery Technicians based in Australia and overseas.  You will be reporting to the Service Delivery Manager on the day-to-day ticketing and operational management.  You will be also responsible to enhance the service desk process developments, motivate the team and exceed the service desk performance standards in order to achieve the team goal.Role Location: Newington, Sydney, NSWPosition Description, includes but not limited to:Primary responsibilities:The technicians will assist in the delivery of service by providing dispatch, logistics, workshop and Service Desk, in-house & on-site.Follow detailed processes for the tracking of Service Tickets & Time management.Coordinate & Deployment of technical resources in other geographies to perform timely resolution of support requests within specified SLA’s.Experience in hardware, operating system and network connectivity basic troubleshooting at the desktop & user level.Overall professional attitude with excellent written and oral communication skills, and ability to quickly and accurately act upon and diagnose any service issues reported and work efficiently with minimal supervision.Assisting with Spare Parts Management & Logistics dutiesWorking and communicating effectively under pressureAfter hours work is to be expected and will be paid as over time, there will be after hours Roster shared amongst all the Service Delivery Technicians.Ability to work within Service level Agreements and delivering against the set criteria’s & processes to achieve the end result.Ability to schedule and co-ordinate remote tasks working with Computergate certified Service Providers.Capable of working in a Team environment assisting in multiple tasks on hand in different Time Zones across Asia Pacific.Lead responsibilities:Responsible for leading the Service Desk and ensuring all Service Delivery Technicians are engaged with relevant tasks during work hours.Work to make Service Desk the single source of service delivery channel for the customer.Follow tickets and oversee service requests to the resolution stage.Be available as the first point of contact for service delivery technicians.Share knowledge with the team and prepare the engineers to handle incidents with appropriate knowledge to avoid escalation from customer or Management.Represent Service Delivery team performance in meetings. Create effective communication and encourage effective work behaviour in team to enhance performance.Supervise, mentor and train new staff/existing team members.Identify and improve on any reported issues with internal processes.Report daily of any progress and issues affecting the day-to-day performance of the Service Desk.Assisting the Service Delivery Manager in daily activities and providing management reports as required.Development and coordination of rosters. KEY SELECTION CRITERIAResponsibilitiesProven leadership abilityAbility to mentor and motivate staffBuild strong relationships with the service deskExcellent client liaison skills, communication skills and documentation skill setGood time management skillsEducation & Experience Requirements:Minimum 3 years’ stable experience in IT services; lead experience will be advantageous.Must have a full Driver's License and own car.Must have the legal rights to live and work full time hours in Australia.Salary will be negotiable and based on qualified experience.   60000 AUD Newington 2127

IT Service Delivery Technician - Lead Role

As a passionate Team Leader, you will be co-leading a busy team of Service Delivery Technicians based in Australia and overseas.  You will be reporting to the Service Delivery Manager on the day-to-day ticketing and operational management.  You will be also responsible to enhance the service desk process developments, motivate the team and exceed the service desk performance standards in order to achieve the team goal.

Role Location: Newington, Sydney, NSW

Position Description, includes but not limited to:

Primary responsibilities:

  • The technicians will assist in the delivery of service by providing dispatch, logistics, workshop and Service Desk, in-house & on-site.
  • Follow detailed processes for the tracking of Service Tickets & Time management.
  • Coordinate & Deployment of technical resources in other geographies to perform timely resolution of support requests within specified SLA’s.
  • Experience in hardware, operating system and network connectivity basic troubleshooting at the desktop & user level.
  • Overall professional attitude with excellent written and oral communication skills, and ability to quickly and accurately act upon and diagnose any service issues reported and work efficiently with minimal supervision.
  • Assisting with Spare Parts Management & Logistics duties
  • Working and communicating effectively under pressure
  • After hours work is to be expected and will be paid as over time, there will be after hours Roster shared amongst all the Service Delivery Technicians.
  • Ability to work within Service level Agreements and delivering against the set criteria’s & processes to achieve the end result.
  • Ability to schedule and co-ordinate remote tasks working with Computergate certified Service Providers.
  • Capable of working in a Team environment assisting in multiple tasks on hand in different Time Zones across Asia Pacific.

Lead responsibilities:

  • Responsible for leading the Service Desk and ensuring all Service Delivery Technicians are engaged with relevant tasks during work hours.
  • Work to make Service Desk the single source of service delivery channel for the customer.
  • Follow tickets and oversee service requests to the resolution stage.
  • Be available as the first point of contact for service delivery technicians.
  • Share knowledge with the team and prepare the engineers to handle incidents with appropriate knowledge to avoid escalation from customer or Management.
  • Represent Service Delivery team performance in meetings. Create effective communication and encourage effective work behaviour in team to enhance performance.
  • Supervise, mentor and train new staff/existing team members.
  • Identify and improve on any reported issues with internal processes.
  • Report daily of any progress and issues affecting the day-to-day performance of the Service Desk.
  • Assisting the Service Delivery Manager in daily activities and providing management reports as required.
  • Development and coordination of rosters.

 KEY SELECTION CRITERIA

Responsibilities

Proven leadership ability

Ability to mentor and motivate staff

Build strong relationships with the service desk

Excellent client liaison skills, communication skills and documentation skill set

Good time management skills

Education & Experience Requirements:

Minimum 3 years’ stable experience in IT services; lead experience will be advantageous.

Must have a full Driver's License and own car.

Must have the legal rights to live and work full time hours in Australia.

Salary will be negotiable and based on qualified experience.