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    IT Level 3 Support - Melbourne, Australia - Milestone IT (Milestone Information Technology)

    Milestone IT (Milestone Information Technology)
    Milestone IT (Milestone Information Technology) Melbourne, Australia

    6 days ago

    Default job background
    Description

    Added Thursday 13th of July :50:53 AM

    Company Overview: Milestone IT are working with a leading Managed Service Provider (MSP), specializing in providing comprehensive IT solutions and support to businesses of all sizes. With a focus on delivering exceptional service.

    They are currently seeking a skilled and motivated IT support Level 3 to join our dynamic team and lead Thei service desk operations.

    Job Summary:

    As a Level 3 Support, you will be responsible for overseeing the day-to-day operations of our service desk, ensuring the timely resolution of complex technical issues and delivering outstanding customer service. Your role will involve managing a team of talented service desk technicians, providing guidance, and driving continuous improvement within the service desk.

    You will play a crucial role in maintaining high service levels, optimizing processes, and fostering a customer-centric culture.

    Responsibilities:

    • Lead and manage a team of service desk technicians, providing guidance, coaching, and mentorship to ensure a high-performing and motivated team.
    • Serve as the escalation point for Level 3 technical issues, troubleshooting and resolving complex incidents within established SLAs.
    • Collaborate with cross-functional teams to resolve escalated incidents and ensure efficient resolution of customer issues.
    • Develop and implement service desk policies, procedures, and best practices to enhance service delivery and customer satisfaction.
    • Monitor service desk metrics and performance indicators to identify areas for improvement and implement corrective actions.
    • Conduct regular performance reviews, providing feedback and recognition to team members to foster professional growth and development.
    • Stay updated with industry trends and emerging technologies, proactively providing recommendations for process improvements and tool enhancements.
    • Foster a customer-centric culture within the team, ensuring exceptional customer service and satisfaction.
    • Continuously monitor and enhance service desk processes to streamline workflows and improve overall efficiency.
    • Prepare and present reports on service desk performance, incident trends, and customer feedback to management.

    Qualifications:

    • Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
    • Strong technical background and proficiency in supporting a wide range of IT systems and technologies.
    • Solid knowledge of service desk operations, ITIL practices, and incident management processes.
    • Excellent problem-solving and troubleshooting skills, with the ability to handle complex technical issues.
    • Strong leadership and team management abilities, with experience in motivating and developing a team.
    • Exceptional communication and interpersonal skills, with the ability to effectively interact with both technical and non-technical stakeholders.
    • Customer-focused mindset and a passion for delivering exceptional service.
    • Competitive salary commensurate with experience.
    • Great culture of success and growth
    • opportunity to lead and grow your team

    To Join the team of dedicated professionals and lead a great service desk operations to deliver outstanding customer service and technical support as an integral part of our MSP.

    We keep you connected to the best businesses and opportunities in the IT marketplace.

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