Service Desk Level 1 Team Leader

5 months ago

Sydney, Australia SBS Full time

We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community.

About Us

SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that exists for all Australians to inspire, support and celebrate the diversity of our multicultural society.

Our purpose, for the last 40 years, has reflected and explored the evolving diversity of Australia, investing in initiatives to deepen its connections with communities, sharing their stories and giving a voice to those often unheard, with the aim of increasing understanding and respect of the differences that make up Australia.

SBS is a truly distinctive network, showcasing multicultural, multilingual and First Nations stories otherwise untold in the Australian media.

SBS News '¯brings Australians a unique perspective with our extensive news coverage from home and around the world. We have a strong reputation for delivering high quality and distinctive content across our broadcast, digital and audio platforms with the SBS Charter at its core. We look for potential in our staff and are committed to ongoing development.

**About The Role**

In this role you will lead a dynamic team of customer-focused professionals in delivering exceptional service desk support.

You will also:

- Ensure adherence to processes and meticulous attention to detail in issue resolution.
- Collaborate with the team to meet service levels and KPIs on a 24/7 rotating roster basis.
- Take charge of on-call responsibilities outside of regular hours.
- Responsibilities include:

- Guiding the Level 1 support team in following protocols and ticket management.
- Prioritizing communication on Aged and VIP tickets for enhanced customer satisfaction.
- Conducting team KPI reporting and ticket audits.
- Coaching team members on best practices for continuous improvement.
- Managing knowledge base and intranet documentation for accuracy and relevance.
- Utilizing the Helpdesk database effectively and updating system documentation as needed.
- Adhering to IT processes, SLAs, and protocols to ensure operational efficiency.
- Flexibility to work shifts and respond to after-hour calls for 24/7 support.

**About You**

Ideally, you will be:

- Proficient in Windows 10 and 11, as well as Apple Mac OS, with a focus on user support.
- Demonstrated leadership skills with previous experience managing a Level 1 Service Desk team.
- Familiarity with IT Service Management processes and methodologies, including ITIL.
- Possession of ITIL V3 Foundation Certificate.
- Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
- Previous experience working in a 24/7 operational environment.
- Motivated and engaging personality, eager to develop both personally and professionally within the organization.

Feel like you meet most, but perhaps not all the criteria listed? Then, send through your detail as whilst we have specific requirements in mind, we can look at how we can bridge the gaps

Some of the reasons to consider working with us
- The people a genuine sense of feeling included (we truly celebrate and welcome difference) and being part of one of the most inclusive companies in Australia
- The culture and the engagement of our workforce, we are proud to have an employee engagement score of 82% with low levels of employee turnover.
- A brand that is not only recognisable but trusted and established, we have been broadcasting for over 40 years and we’re not done yet
- We offer a range of benefits from, health care checks, salary packaging, Employee Assistance Programme, flexible work arrangements and for our Sydney based employee’s free gym membership
- We also love to promote from within we have allocated funds to do just that and help with training gaps when moving from role to role.

For other opportunities within our organisation please visit our careers website SBS Careers - Working at SBS

Adjustments

To find out more about reasonable adjustments with SBS, please view our video here.

L1 lead Ad

  • Service Desk Level 1 Team Leader

    2 months ago

    Sydney, Australia SBS Full time

    We also acknowledge the unique contribution that Aboriginal and Torres Strait Islander peoples make to our society and our workplace through their enduring and continued connection to land, sea, sky and community. **About Us** SBS is one of the world's most unique and innovative media organisations, producing trusted, meaningful and engaging content that...

  • Service Desk Team Leader

    6 months ago

    Sydney, Australia Balance Recruitment Full time

    Our client, a growing MSP located in the CBD, is in need of a motivated Team Leader to act as the glue between their clients and their technical team to ensure that services are delivered to the highest level of quality. Reporting in to the Service Desk Manager, **This role will see you**: - Manage the day/day activities of both the Support and Escalation...

  • Service Desk Officer

    5 months ago

    Sydney, Australia Ashdown Consulting Full time

    $40 - $43 p/h + Super - 6 Month Contract - Sydney CBD **Level 1 Service Desk Officer | 6 Months | Up to $47.73 p/h incl. super** - $40 - $43 p/h + Super - 6 Month Contract - Sydney CBD **About the Company** This NSW Government Agency is dedicated to delivering trusted and independent systems, processes, oversight, and engagement that support the community...

  • Level 1/2 Service Desk Analyst

    5 months ago

    Sydney, Australia Ashdown Consulting Full time

    $80,000-$90,000 + super - Permanent Position - Sydney CBD location **Level 1/2 Service Desk analyst | Permanent | $80,000-$90,000 + Super** - $80,000-$90,000 + super - Permanent Position - Sydney CBD location **About the company** The client is a long-standing member in the insurance field in the Australian Market, they operate in niche and specialist...

  • Service Desk Team Leader

    5 months ago

    Sydney, Australia Balance Recruitment Full time

    My client, a growing MSP located in the** southern area of Sydney **is looking for an experienced **Service Desk Team Leader** to join their team in this newly created role. **Reporting into the Managing Director, in this role you will work alongside the Sales Manager, where you will**: - Manage the day/day running of the Service Desk to ensure that...

  • IT Service Desk Team Leader

    6 months ago

    Sydney, Australia MinterEllison Full time

    **Location**: Sydney **Contract Type**: Permanent MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character. Our purpose is to create sustainable value with our clients, people and communities. That means we have a...

  • Service Desk Lvl 1

    3 months ago

    Sydney, Australia HAYS Full time

    Service Desk L1 | Federal Government Agency | Initial 9-Month Contract **Your new company** Join theour client who are a federal gov agency, based in Sydney for a level 1 servicedesk analyst role. **Your new role** As an Information TechnologySupport Officer, you will: - Provide IT support to theOffice and legal team in Sydney. - Edit multimedia content...

  • Front Desk Team Leader

    3 months ago

    Sydney, Australia Hilton Full time

    Front Desk Team Leader Before you get started Yes, we do have the **BEST Team Member Travel Program** with **HUGE discounts** on hotel rooms for our Team Members! **Why you'll love working for Hilton!** - Access to the world's best Team Member Travel Program with highly discounted rates - Discounts of up to 25-50% on products and services in participating...

  • IT Service Desk Manager

    2 months ago

    Sydney, Australia Commonwealth Director of Public Prosecutions (CDPP) Full time

    Executive Level 1 - $112,233 - $122,486 plus 15.4% superannuation - Sydney, NSW Are you a tech-savvy leader with a passion for exceptional customer service? We want to hear from you. The IT Service Desk is a geographically dispersed team of IT professionals that provide frontline IT support for all CDPP systems to ensure the business objectives and...

  • IT Service Desk Support

    6 months ago

    Sydney, Australia Launch Recruitment Full time

    IT Service Desk / 1st Level Support Engineer based in Sydney - Provide Level 1 and 2 Service Desk Support - 2-month contract with the possibility to extend Our client is a government organisation looking for an IT Service Desk / 1st Level Support Engineer based in Sydney. This is a 4-month contract with the possibility to extend and paying up to $42.00 per...

  • Service Desk Team Leader

    15 hours ago

    Sydney, New South Wales, Australia Cognizant Full time

    Unlock Your Career Potential at CognizantCognizant is a world-leading professional services company that helps clients navigate the digital era. We're seeking an experienced Service Desk Lead to join our dynamic IT team in Australia and New Zealand.About the Role:This exciting opportunity will see you working as part of our IT support team, ensuring the...

  • Service Desk Team Lead

    6 months ago

    Sydney, Australia West Recruitment Full time

    Salary up to $110k + Super - Employer paid certifications and training - Fantastic company culture **As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens** **Your New Employer** West Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This...

  • Service Desk Officer

    1 month ago

    Sydney, New South Wales, Australia ignite Full time

    About the RoleIgnite is seeking a skilled Service Desk Officer to join their team. As a Service Desk Officer, you will be the crucial link between end-users and technical support teams, providing expert-level technical support and guidance to level 1 support and end-users for complex issues that require deeper technical knowledge and troubleshooting...

  • Service Desk Team Leader

    2 weeks ago

    Sydney, Australia Tecala Full time

    **Join our Team**: Our aim is to change the tech industry, with you beside us. We’re renowned for partnering with Australia’s most progressive, forward-thinking businesses that share our vision of a future where technology is the enabler of bolder, faster, and smarter ways of operating. We are passionate about what we do, how we do it, and most...

  • IT Service Desk Analyst

    6 months ago

    Sydney, Australia Interface, Inc. Full time

    IT Service Desk Analyst - Level 1&2 (Minto & Surry Hills) - Join a Global leader in modern, contemporary, and sustainable carpet manufacturing - You will be part of building a better environmental future for our planet. - Work alongside innovators in design and sustainability. - Be proud in knowing our products are some of the most unique on the planet. -...

  • Executive Level 1

    5 months ago

    Sydney, Australia Australian Government Full time

    Executive Level 1 - $111,940 - $127,670 - Woden ACT, Sydney NSW, Brisbane QLD, Melbourne VIC, Adelaide SA The Department of Health & Aged Care is seeking Communication Team Leaders to join the Aged Care Communication and Change Branch. Team Leaders in the Aged Care Communication and Change Branch are communication all-rounders, providing full scale account...

  • Service Desk Analyst

    5 months ago

    Sydney, Australia Robert Half Full time

    Service Desk Analyst providing level 1 -2 IT Support to 400+ users. The Company The Role Due to growth, a Service Desk Analyst role is available. You'll be providing 1st and 2nd line of support for everything IT-related ranging from telecommunications, desktops, networks, software, and internal systems. Responsibilities include: - Assist in maintenance...

  • Service Desk Team Lead

    1 week ago

    Sydney, Australia Allura Partners Full time

    IT Service Desk Team Lead Hybrid/WFH 75-80K + Super IT Service Desk Team Lead - Hybrid/WFH - 75-80K + SuperIT Service Desk Team Leader to lead a 1st line support team, providing technical guidance and ensuring high-quality service delivery.You will manage incidents, requests, and escalations related to Microsoft 365, user management, email support,...

  • Service Desk Technician

    5 months ago

    Sydney, Australia NinjaOne, LLC Full time

    **About the Role** We are searching for a Tier 1 Service Desk Technician to support our growing IT organization. You will join our team supporting NinjaOne's expanding employee population with timely and accurate IT troubleshooting. Use your IT expertise of computer hardware, software, and network troubleshooting to identify and diagnose day to day...

  • Service Desk Team Lead

    5 months ago

    Sydney, Australia KBR Full time

    Title: Service Desk Team Lead Your KBR future – delivering solutions and changing the world About KBR: We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world. KBR delivers science, technology and engineering solutions to governments and companies around the world....