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Ict Service Desk Coordinator

4 months ago

Ballarat, Australia HAYS Full time

ICT Service Desk Coordinator | ITIL | Azure | O365 | Server Virtualisation | Permanent Role | Ararat, VIC
**Your new company**
Hays Technology is currently partnered with a privately owned designer and manufacturer to recruit an **ICT Service Desk Coordinator** for a **permanent role.**
**Based in Ararat**, this company specialises in customised electrical solutions for heavy transport, military, medical and special purpose vehicles and machinery.

**Your new role**
This role will require the incumbent to have advanced skills and knowledge in delivering ICT service support, including critical thinking and problem-solving. The position has a deep understanding of best practices and methodologies relevant to ICT service management.
Responsibilities will include:

- Lead the planning and day to day management of the IT Service Desk function, including resource planning, ICT service desk budgets, rostering and allocating work in an effective manner. Ensure the team complies with processes as implemented in the branch to align delivery of ICT services with the needs of the business
- Monitor the performance of the Service Desk team, regularly report on performance, execute identified improvement opportunities and manage performance to meet or exceed agreed service levels.
- Manage any escalated inquiries, requests, complaints including contacting vendor for support and issue resolutions, issues or cases and obtain guidance from the ICT Manager as required.
- Take ownership and handle incidents and requests escalated from Service Desk officers, and escalate to more specialised teams, if required. Coordinate and follow up on escalated incidents and requests.
- Contribute to the development of frameworks, procedures and standards for incident and request management processes, and ensure teams adhere to agreed procedures and standards.
- Contribute to a continuous improvement culture by analysing causes of incidents and informing service owners in order to minimise probability of recurrence; analysing metrics and reporting on performance of incident and request management process; identifying improvement opportunities, including corrective and preventative actions.
- Actively participate in Problem, Change and Release Management processes as well as Continual Service Improvement.
- Be the first point of contact and support for all System ICT Incidents and Service Requests, represent the ‘voice’ and image of Business Systems.

**What you'll need to succeed**
To be considered for this role, you will have:

- ITIL Foundation.
- 5 years experience in supervising, facilitating and providing leadership to the Service Desk function
Proven experience in supervising, facilitating and providing leadership to the Service Desk function.
- Demonstrated experience with endpoint management (ManageEngine or Intune)
- Demonstrated experience with Azure and Office 365.
- Demonstrated experience with server virtualisation.
- Problem solving & creative innovation, high level of research, analytical and problem-solving skills.

**What you'll get in return**
This role offers you an
**attractive annual salary** as per market standards, full time hours and an ongoing permanent placement.
**Job Location will be Ararat, VIC** with a flexibility to work from home few days in a week.

**What you need to do now**
At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from a diverse background to apply.

For further information about this role, please contact:
**Priyanka Bhatia**

**T: 03 5226 8009**

**LHS 297508** #2743227