- Lead the Service Desk (SD) team to achieve the best customer service outcomes by coaching, mentoring, training, and effectively directing the team's day-to-day activities.
- Develop a standard operating procedure to rollout across the SD Support team, establishing best practices that are used consistently through the entire technical support process.
- Meet with key business representatives regularly, and incorporate feedback into continuous improvement of Service Delivery activities and processes.
- Ensure effective management of planned and reactive incidents, minimizing impact on business operations and enhancing user satisfaction.
- Serve as the primary escalation point for technology-related issues and/or requests, coordinating resources to ensure a prompt resolution within agreed service levels.
- Work with the Change Coordinator to plan a forward schedule of change, and ensure clear and consistent communication of end user impacts.
- Maintain asset, software licensing, and third-party vendor contact registries and keep information current.
- Demonstrate a strong customer focus in all behaviours, including handling challenging customer service enquiries.
- Create value for callers by providing an awesome customer experience.
- Actively work with the SD team to ensure all support requests are adequately prioritised, and resolved, and that there is regular status communication with the request initiator.
- Work collaboratively with the QANTM technology team (Infrastructure, Architecture, and Group Applications) and contribute knowledge to the resolution of complex problems, service improvements and technology enhancements.
- Provide thought leadership in maximising efficiencies within existing systems.
- Drive effective configuration and use of QANTM's service management system (iVanti).
- Monitor ticket volumes, trends and usage to identify problems and improvement opportunities.
- Manage third party providers within agreed measures and/or service levels.
- Manage major incidents and problems for the technology team as per ITIL standards.
- Act as SME in all related technology matters
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MedHealth Melbourne, AustraliaCompany Description · The MedHealth Group is a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for you and the people you support. · We su ...
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Empire Careers Melbourne City Centre, AustraliaContact Name : Shane Driver · Contact Phone : · Location : Melbourne CBD · Job Type : Contract · Job Salary : $40 - $47 per hour · ** Contract role - Service Desk Analyst - Melbourne ** · **The company** · **We are partnering with a global law firm to recruit an experienced Serv ...
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Identity and Access Management Manager
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Macquarie Group Limited Melbourne, AustraliaJoin our User Access Management (UAM) team during a time of pivotal growth, as we embark on a transformation agenda and the need for strong security controls becomes increasingly important. This is a role that will have a lot of influence in shaping the overall quality assurance ...
Service Desk Manager - Melbourne, Australia - Davies Collison Cave
Description
Company Information:
The QANTMTechnology Team is responsible for providing support to QANTM andits key brand companies, which are leaders in intellectualproperty, trademarks, and patents, with offices in Australia, NewZealand and Southeast Asia. You will be joining a large, dynamic,and professional team representing a diverse range of backgrounds,cultures, and experiences.
Looking fora workplace which fosters collegiality in a flexible, fair andinclusive setting? You've found it.
This is anopportunity to join one of Australia's largest, and mostrespected Intellectual Property firms. Our renowned team comprisesof hard-working, proud and highly driven individuals, working withworld-class clients and powerful brands. Does this sound likeyou?
Reportingto the Head of Technology, this role is responsible for theday-to-day delivery of IT support services to the QANTM business inaccordance with agreed service levels. You will lead a small (5-7people), distributed IT support team that operates across multiplestates, countries and time zones. You will ensure service requestitems are effectively prioritised, and that the QANTM end usershave the tools and facilities required to perform theirroles.
As part ofthe technology leadership group, this role will also influence thetechnology road map to align with best practice, givingefficiencies to the organization to ensure its medium to long termobjectives are met.
Responsibilities
RequiredSkills
You willhave a passion for technology and learning, having built up a widerange of knowledge and experience from working in similar rolls andfind joy in resolving complex issues and managing a team.
If thissounds like you, please submit a Cover Letter and currentCV.
QANTMis committed to creating a diverse and inclusive environment thatwelcomes and values all people. Aboriginal and Torres StraitIslander people, women, those from the LGBTIQ+ community, peopleliving with disability, and those from culturally andlinguistically diverse backgrounds, are encouraged toapply.
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