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Help Desk Team Leader
4 months ago
Help Desk Team Leader:
- Requisition ID: 7611
Who are we?:
As a leading beverage manufacturer in the Oceania market, Frucor Suntory has a rich 60-year history, growing from a local juice company to a trans-Tasman beverage leader, known for its iconic range of drinks including V Energy and Suntory BOSS Coffee.
With our partners at Beam Suntory, we're embarking on a new chapter of growth to become Suntory Oceania, a new multi-beverage powerhouse across Australia and New Zealand -underpinned by our diverse talent, market-leading brands, quality craftsmanship and a strong sense of purpose.
By harnessing the best of Suntory from across Australia and New Zealand, we will offer a unique portfolio of over 40 market-leading brands - powered by two local manufacturing sites, five distribution centres and more than 1500 Suntorians.
Together, we will bring the best of Suntory to Oceania.The Opportunity:
Key responsibilities of the role include:
- Provide leadership, guidance, and training to Help Desk L1 Analysts
- Provide reporting on phone and ticket stats
- Review and uplift service quality
- Demonstrate an awareness of impact on relevant support issues on a companywide basis
- Ensure information is captured in the Service Now (ticket system) for future reference and analysis, in line with ITIL principles
- Actively participate in the call queue and ticket management
- Stay current with system information, changes, and updates
Are you up for it?:
To enable you to hit the ground running, we're looking for:
- Prior Leadership experience with experience in IT Help Desk operations and incident management processes using a Call Management System
- ITIL Certification or relevant experience
- A team player that relates and communicates well with peers
- Excellent time management and communication skills (Verbal & Written)
- Analytical and problemsolving skills to enable effective identification and resolution of IT related issues
- Sound knowledge of Microsoft Office products
- Experience in troubleshooting network environments
- Experience in an Active Directory environment
- Experience in supporting Windows desktop environments
- Intellectual curiosity, complimented with the courage to challenge and question for a better outcome, consistently striving for better ways of working
Unleash your Spirit with Suntory Oceania:
Working in the Suntory Group family isn't a job, it's a career. We're incredibly proud of our vibrant and diverse culture and our people, who set us apart from the rest.
As part of the Suntory Group, our learning and development opportunities are hard to beat, and our career pathways have global reach.
In addition to being part of a passionate team, we offer a competitive remuneration package and an industry leading parental leave policy.
This position is a critical part of our Digital IT team so has plenty of scope for professional development with the opportunity to learn from, and work with, top leaders across the Oceania, regional and global business.
When we're not in market with our customers, you can find us at our modern offices in North Strathfield.How do I apply?:
- If you require any specific support or adjustments throughout the recruitment process to enable you to put your best foot forward, please don't hesitate to let us know._
