Service Desk Team Leader

3 weeks ago

Sydney, Australia GrainCorp Full time

**About our team**
What did you have for breakfast today? Whether it’s the flour in your toast or the grain in your cereal, it’s highly likely that GrainCorp helped get it onto your plate As we find new ways to connect rural communities with food, animal feed and industrial customers around the world, we are proud to say we’re leading the way in sustainable agriculture.

**About the role**
We are seeking a proactive, customer focussed Service Desk Team Leader to join our busy and dynamic Service Desk team in a permanent capacity. This role has a hybrid work pattern on offer (3 days office based/ 2 days from home).

This role will see you lead our team of Service Desk and Desktop Support Specialists where you will be responsible for ensuring the timely resolution of all incidents, tasks and user escalations with clear, relevant and timely updates.

Other key responsibilities include:

- Queue management
- Roster and Leave scheduling
- ServiceNow administration and enhancements
- Participate in one-to-one meetings with team members to ensure that everyone is tracking to values and agreed KPI’s
- Create, maintain and evolve monthly reporting on the team’s performance and utilisation of business assets
- Assist Service Desk team with call queue as and when required

**About your experience**
To be successful in this role you will ideally have proven experience working as a Team Leader in a similar Service Desk environment - ideally within a large company with 2000+ head count. You will have significant experience in supporting a Microsoft based environment with a practical knowledge of Enterprise Service Desk and Desktop technologies (O365, Citrix, mobile devices, Intune) and solid troubleshooting skills.

A strong communicator, you will be confident in dealing with senior stakeholders and have a strong track record in delivering excellent customer service in a corporate environment. It is imperative that you have the ability to prioritise support tasks and monitor outstanding issues and are able to work effectively under pressure.
- Tertiary qualifications in IT or business related discipline
- Advanced ITIL V3 or V4 and Service Desk best practice
- Experience using and configuring processes within an IT System Management tool such as ServiceNow
- Good understanding of PC hardware set-up and configuration highly desirable
- MCP certification would be highly desirable
- ITIL Foundation
- Advanced Understanding of Windows 10 and MS Office 365 products
- Sound knowledge of LAN/WAN technologies
- Ability to troubleshoot TCP/IP networking issues

**Ready to apply? / How do you apply?

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