Service Desk Level 1 Team Leader

4 weeks 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 49 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.

**The Role**

We are seeking a customer focused, resolution motivated Team Leader to join the Service Desk team. This is a role that will see you delivering customer service excellence by leading the level 1 support team ensuring process is followed correctly and excellent attention to detail in issue communication and resolution. You will be working with the team in ensuring all Service levels and KPI’s for the Service Desk team are met. The role involves working with a team that provide a 24/7 support service on **a rotating roster cycle (Monday to Saturday onsite)** As well as an on-call roster outside of on-site hours. You will be responsible for:

- Ensuring the Level 1 support team are following policies, procedures, templates and ticket information with attention to detail to ensure a high performing service desk.
- Following up on Aged and VIP tickets to ensure continued customer communication and reduced wait times where possible.
- Performing Team KPI reporting and Ticket Auditing
- Leading and coaching the team on best practices
- Knowledgebase and Intranet page management ensuring relevant and up-to-date documentation
- Maintain and use the Helpdesk database effectively. Create and update system and process documentation for SBS office information systems as required.
- Adhere to SBS IT Processes, Service Level Agreements, policies, guidelines and protocols as directed.
- Available to work on a shift rotation as the team provides a 24/7 support service on a rotating roster cycle (Monday to Saturday onsite), as well as an on-call roster outside of on-site hours.
- Work with 3rd party vendors and internal support teams to support the SBS Computer environment.

**About you**

The below attributes and experience will contribute to your success in the role:

- Windows 10 and 11 and Apple Mac OS experience ability to support these operating systems is essential
- Excellent leadership qualities
- Proven experience managing a Level 1 Service Desk team
- Understanding of IT Service Management processes and methodologies including ITIL
- ITIL V3 Foundation Certificate
- Effectively manage competing priorities and meet deadlines
- Excellent analytical and problem solving skills
- Ability to develop and follow clear & concise documentation
- Excellent time management skills
- Excellent oral and written communication skills
- Broadcast experience is desirable however not essential
- Proven experience working in a 24/7 environment
- Driven and engaging personality, keen to grow both professionally and personally within the organisation

**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 49 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 discounted gym membership nationally with FitnessPass.
- 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**

**Reasonable adjustments**

To find out more about reasonable adjustments, please view our short video **here.**

Job description

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