Level 1 Service Desk Lead

2 weeks ago

Cremorne, Victoria, Australia Reece Group Full time
Level 1 Service Desk Lead
The Reece name is probably best known for plumbing. But we're much more than that


As part of Reeetech, you'll join a 250+ strong team that handles everything from Product Management and Engineering to Data and AI.

We've built a world-class product and design culture. Collaborative, non-hierarchal, diverse, and humble. We work with leading technologies and frameworks. And we're constantly exploring new tools and methodologies that can get us closer to our vision.

Operating out of our new Head Office in Cremorne (Melbourne), Reecetech offers outstanding career development opportunities as well as job flexibility and stability.


What we can offer you

  • A secure career with a proud Australian company
  • Learning & professional development opportunities
  • Team member discounts on company products
  • Talk to us about our flexible work opportunities

What can you expect?


The L1 Support team is a core function, providing expertise and fantastic support to all Reece staff, covering all incidents and requests.

As the L1 Support Stream Lead you are expected to lead the team to strive for excellence at all times and provide first class service to the business.


Key responsibilities include:

  • Ensure that all tickets are logged and managed
  • Always ensure quality triaging of all tickets, including strong notetaking to make it clear for all support staff. This also includes full follow through of each ticket to ensure complete customer satisfaction
  • Ensuring all assets are assigned to users correctly as part of ticket management
  • Continually look for problems/process that can be eliminated/automated/updated to reduce ticket volumes and positively improve the user experience
  • Working with your Team Lead, ensure operational hours are always covered through effective rostering
  • Be aware of the Technology Operations strategy and goals, and ensure all actions are in line and in support of the agreed targets

Skills and Experience


You may well have all the above skills - but you recognise that you do not know it all and that teamwork, humbleness and the right attitude is more important.


  • You must have experience leading a Service Desk support team
  • Have strong demonstrable knowledge of enterprise type software tools and environments such as Office 365, Active Directory and collaboration tools
  • Ideally possess a CCNA R&S & MSCE qualification
  • You will work closely with the Service Desk Lead, providing support and assistance as required
  • Performance manage and coach an inexperienced customer focused team, helping them to reach their best

How can you build a career with Reece
:

Reece is different. We're a successful company that doesn't like to make a fuss of our success. We're a big business that works hard to retain the great things from when we were a small business.

We value common sense as highly as a university degree. We encourage people to have a go and don't mind if they fail. We promote people based on performance, not age.

Reece is a place where people make a real difference.

And that's the secret to our success - having the right people, with the right attitude in the right roles.

We're looking for the right people now. People who like people. People who like to talk but also like to listen. People who like to perform. People who can recognise an opportunity and seize it. People who are prepared to promote themselves.

Read on.

You will quickly discover whether you might be the right person, and whether we might be the right place for your career.


  • If you like wild growth and working with happy, enthusiastic overachievers, you'll enjoy your career with us_

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