Euc Technical Lead - Symonston, Australia - Electro Optic Systems Pty Ltd

Electro Optic Systems Pty Ltd

Verified Company

Symonston, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Posted:

16/05/2023

Closing Date:

16/06/2023

Job Type:

Permanent - Full Time

Location:

Symonston

Job Category:

IT

About Us

Benefits:

Structured friendly and supportive team
Learning and development opportunities
Flexible Working Hours
Working from home options
Opportunities for further career development
Free Parking
Paid parental leave
Employee incentive scheme
EOS is an Equal Opportunity Employer.

Job Description

About the role

As Service Desk Team Leader, you will lead the EOS Service Desk in providing level 1 and 2 support to EOS staff based in Australia, Singapore, and the Middle East.

You will work in close collaboration with the EOS ICT Manager to develop the EOS Service Desk into a professionally managed environment.

This position is an integral part of the ICT operations team and will work closely with the Global Head of ICT and other leadership teams to deliver high quality service to EOS staff.

The key responsibilities of this role will include but not be limited to:

Manage the daytoday call centre coverage, queue management and ticket handling and identify improvements to processes to support customer outcomes.

Manage all people

Individual Development Plans, Roster Management, Coaching and Leave management for Service desk staff.
Act as the first level escalation point for timely resolution of tickets and critical incidents.
Work with senior analysts on regular incidents, impacts and potential improvements for staff.
Generate reports, both technical and managerial, to monitor service desk performance and communicate with senior management as required.
Document and maintain support process knowledge material and keep team updated.
Maintain an Asset register of all IT assets.
Provide and review the team's input into recommendations on Process Improvement initiatives and implement as appropriate.
Deploy and manage desktop hardware through Intune to new and existing staff.

Desired Skills and Experience

About You

To be successful in the role you will be a technically sound people leader and a problem solver, with a strong customer mind-set.

You should be detail oriented and able to demonstrate:

Tertiary qualifications in Information Technology or relevant industry experience
Experience as a Service Desk Team Leader of 35+ years working in IT Service Management or a similar role.
Demonstrated experience with all aspects of Service Desk e.g. People management, Reporting, rostering, Process documentation, Escalation management
Demonstrated management and deployment knowledge of MS Windows 7/10/11, MS Office (2013, 2016), O365 and Intune.
Sound knowledge of VPN, IE, and Network Connectivity fundamentals.
Effective oral and written communication skills to ensure clear and accurate communications with all stakeholders.
Effective negotiation and problem resolution skills

How to Apply

Due to Australian Government security clearance requirements for this role, you must be an Australian Citizen and eligible to obtain and maintain appropriate security clearances.