Assistant Manager, Service Desk

4 weeks ago

Geelong, Victoria, Australia Deakin Business School Full time

About Deakin Business School

We are a Victorian university with a global impact, committed to making a positive difference through our excellence in education, research and innovation.

At Deakin Business School, you will have access to benefits such as flexible working arrangements, ongoing learning and development opportunities, an inclusive and supportive culture, and more.

The Role

The Assistant Manager, Service Desk oversees the IT Help team, ensuring smooth delivery of IT support services for staff and students. They handle inquiries related to IT systems, hardware, software, and network issues through various channels.

Key Responsibilities
  • IT Knowledge Base Management: Oversee the development, maintenance, and regular updates of a comprehensive knowledge bank to support incident management and service requests.
  • Escalation Coordination: Act as the primary point of contact for escalations and major incident co-ordination within and outside standard business hours.
  • Reporting and Analysis: Complete statistical reporting and trend analysis on service provision.
  • Leadership and Collaboration: Lead by example by actively participating in frontline duties, including answering phones and assisting at the on-campus help hub.
  • Process Improvement: Establish and maintain a clear and efficient escalation process for issues requiring further support or intervention.
Your Background
  • Education: A Degree with substantial subsequent relevant experience; or extensive experience and management expertise in technical or administrative fields; or an equivalent combination of relevant experience and/or education/training in Computer Science or Information Technology.
  • Certifications: Information Technology Infrastructure Library (ITIL) foundation level.
  • Experience: Experience in leading and managing a customer service or support team; experience in a frontline customer service or support role, particularly in handling and resolving enquiries through various channels.
How to Apply

To be considered for this position, please submit your updated resume along with a brief cover letter outlining your relevant skills and experience.

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