Our client is looking to a hire a Helpdesk Team Leader. In this position you will require to manage the ongoing development of the Helpdesk Support Analysts who provide a responsive, high quality and expert level of customer service and technical support to client's end users and other IT staff under limited direction from the State IT Service Delivery Manager.
Key Accountabilities in this role will be
- Provide Tier 1 and 2 support and problem resolution for application software, commercial and in-house, in accordance with agreed service levels
- Provide Tier 1 and 2 hardware support and problem resolution, in accordance with agreed service levels
- Accept support requests including creation of IT Incidents, and coordinate fulfilment of Incidents
- Responsible for performing initial analysis, prioritisation and resolution of Tier 1 and Tier 2 service requests , referring to Tier 3 support or third party providers as appropriate
- Coordinate end to end Tier 1 and Tier 2 service request fulfilment and Incident management processes
- Effectively categorise, communicate and negotiate the priority of service requests and Incidents
- Provide feedback to customer sites on the status and progress of requests and updating the Incident status accordingly
- Provide specialist advice to the State IT Service Delivery Manager and / or National IT Service Delivery Manager on all Helpdesk and customer service related matters
- Responsible for mentoring and developing junior team members of the helpdesk team
- Maintain documentation and ensure adherence to IT policies and procedures
Key Skills
- Minimum 5 years' experience in a high level IT support role or helpdesk environment
- Experience in staff management, including setting targets and monitoring performance of subordinates
- Hardware diagnostic skills
- Working knowledge of core and non-core applications
- Excellent communication and analytical skills
- Strong customer service skills
- Computer literacy across the Microsoft Office suite of programs, Windows Desktop and Windows Server operating systems
- Experience working the health sector will be highly regarded
If you're interested then please submit your resume by hitting the APPLY NOW button
