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17

April

It Service Desk - Team Leader

Hastings Deering - East Brisbane, QLD

IT
Source: uWorkin

JOB DESCRIPTION

Key leadership role to oversee the day to day operations of the Service Desk, plan and execute an improvement strategy!

About your role
Hastings Deering is currently recruiting for two IT Service Desk – Team Leaders to join our committed IT Team and your role is to deliver quality IT Support service through the leadership of a team of our Service Desk Team.

This team provides IT support services for all Hastings Deering users (L1 & L2), and co-ordinate with other resolver groups for common Sime Darby Industrial services. Occasional travel to other sites in Brisbane is required, so flexibility is essential.

We have 1 x 12 month (L2) and 1 x 6 month (L1) fixed term contracts available.

Reporting to the Manager – IT Service Delivery, this role will oversee the day to day operations of the Service Desk, plan and execute an improvement strategy and ensure a high level of customer satisfaction is provided. You will be required to:

  • Review current processes and tools and agree an improvement plan with leadership in the following areas:
  • Basic ITIL Processes
  • Tools to allow for the efficient and effective execution of the ITIL processes adopted (ITMS, SLA’s, service desk performance
  • Team management processes & key performance indicators for daily resolutions
  • Maintain capacity planning rostering to ensure sufficient coverage each day and at each key sites
  • Undertake forecasting of resourcing Review current processes and tools and agree an improvement plan with leadership in the following areas
  • Take ownership and act as an enabler for the team, leading the day to day operations of the Service Desk, delegate and assign tickets ensuring that the requests are managed efficiently and following ITIL Standards and SLA adherence
  • Optimise the day to day ticket handling by optimising the ticket assignment based on the key focus for the short term
  • Act as the first level escalation point for timely resolution of tickets
  • Maintain capacity planning rostering to ensure sufficient coverage each day and at each key sites and undertake forecasting of resourcing based on historical trend analysis of ticket volumes for week on week and month on month

About You
You will have extensive Service Desk Team Leader experience working in IT Service Management within a complex & diversified organisation. You will also require the following skills & experience:

  • Demonstrated ability in coaching and developing staff
  • Sound knowledge of MS Windows 7,10 MS Office (2013, 2016),O365 Admin Console, VPN, Lotus Notes, IE and Network Connectivity fundamentals.
  • Service Desk including people management, reporting, rostering, process documentation & escalation management
  • Advanced knowledge of incident and problem management
  • A high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range in internal clients d knowledge of incident and problem management

It is essential that you have a current drivers licence and vehicle. If you also have Tertiary qualifications Information Technology and/or Management, your application will be highly regarded!

Please note:
When applying please confirm in your cover letter your role preference (L1 or L2 Team Leader)

About the Benefits
Hastings Deering offers a wide range of benefits including:

  • A rewarding career with diverse opportunities
  • Paid parental leave options for primary (13 weeks) and secondary carers (1 week)
  • A competitive remuneration package
  • Employee Assistance Program for employees and their families
  • Discounts on private health, vehicles, travel and more
  • A culture of inspiration, innovation, collaboration and execution
  • Ongoing training & support to further your career
  • Free on-site parking
  • Annual salary reviews

Contact: Allie Jones – Recruitment Partner
Enquiries: Please call 1300 071 618
Applications Close: 30 April 2021

To Apply: http://www.hastingsdeering.com.au/home/careers/job-centre
More info: www.hastingsdeering.com.au
Like the ‘Hastings Deering’ Facebook page, or find us on LinkedIn. Like the ‘Hastings Deering’ Facebook page, or find us on LinkedIn.

Every day, thousands of people come to work at Hastings Deering and every time they walk through our doors, we want them to know how valued they are. Our Flexibility and Inclusion program, ‘Together as One’, is designed to create a diverse, inclusive and powerful workforce where all our people feel like they belong and we welcome applications from people of all backgrounds.