IT Service Desk Team Leader and Analyst

6 months ago

Baulkham Hills, Australia The Hills Shire Council Full time

**About the Role**

We are looking for two rising stars, one who can lead and empower the service desk team and the other that can triage and troubleshoot a fast-paced service desk, both with very strong customer service focus. These positions involves managing job priorities and assisting in streamlining the service desk processes to improve efficiency and continual improvement.

**We are seeking an**
- IT Service Desk Team Leader to_:
Lead and empower the service desk team, managing job priorities and assisting in streamlining the service desk processes to improve efficiency and continual improvement.
- Set clear goals, standards, processes and expectations for the Service Desk Team
- Manage service desk tickets and job priorities with a strong focus on customer satisfaction.
- Provide advice and guidance to IT Service Desk Analyst in resolving issues.
- And an IT Service Desk Analyst to:_

Deliver technical and corporate system assistance to our users, prioritising timely issue resolution to enhance user experience. The position involves logging and addressing all calls and collaborating with the IT Team for problem-solving, keeping the IT Asset Register current, conducting system administration tasks for user account setup, and participating in asset procurement and deployment.
- Provide effective customer service by managing timely resolution of issues raised (both technical and corporate systems) & where appropriate escalate to designated specialist support area.
- Log all issues raised by customers to the Service Management/Ticketing system and provide regular communications and updates to customers on the progress of tickets.
- Setup, configure and maintain user devices and accounts for on premise and remote access.

**You will have**:

- Experience with ITIL / COBIT (other technology frameworks) would be advantageous.
- Technical knowledge of hardware and software covering Microsoft solutions would be advantageous.
- Strong organisational skills with the ability to prioritise work to meet set deadlines.
- Demonstrate highly developed communication skills and an ability to articulate complex technical and operational issues with a wide range of stakeholders.
- Class C Driver’s Licence (NSW)

Specifically, the IT Service Desk Team Leader will have:

- Bachelor Degree in Information Technology or similar
- 5+ years in a similar role

Specifically, the IT Service Desk Analyst will have:

- Certificate IV or Diploma in Information Technology or similar
- 3+ years experience at Service Desk or equivalent

**Position details**:
Salaries will be based on qualifications, expertise, experience and knowledge.
- IT Service Desk Team Leader_ Salary between $94K - $100K per annum exclusive of Superannuation.
- IT Service Desk Analyst_ Salary between $80K - $84K per annum exclusive of Superannuation

You also have an opportunity to earn a Performance Bonus (up to 2% annual salary) + Organisational Bonus (up to $2K), Learning & Development Opportunities, Active Social Club, Special Leave, Proactive Wellbeing Initiatives, Modern Office, Aquatic and Fitness membership discounts and Onsite Café.

**Next steps**:
**Working with us**:
At The Hills Shire Council, we live our values of Honesty, Integrity, Loyalty, Leadership and Safety through the work that we perform for the Community. We are committed to a positive and supportive workplace culture where our people and customers feel respected and valued.

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