Support Lead

4 months ago

Greater Melbourne VIC, Australia Programmed Full time

PERSOLKELLY is one of Australia's largest and longest serving recruitment providers. Delivering both quality temporary and permanent options.

PERSOLKELLY is one of Australia's largest and longest serving recruitment providers. Delivering both quality temporary and permanent options.

Our Client is looking for two Support Leads to join their team at their Melbourne and Perth offices
- Full work rights required
- Not a remote role

**Position Purpose**
- Lead a team providing remote or onsite diagnosis or guidance to internal or external customers with ICT problems and issues.
- Provides people leadership, staff development, recruitment and monitoring, reporting, and fulfilling service activities in-line with policy, process, standards, and procedures.
- Focusing on monitoring SLA, OLA and KPIs to delivery consistent services to the business and meet the
- Assist the team with coverage for calls and ticketing as needed to ensure consistent levels of support are provided to Staff.

**Key Responsibilities**:

- Contribute to the delivery of IT Service Management
- Core ITIL processes (Incident, problem, and change management)
- Operational and management reporting
- Continual service improvement culture
- Internal stakeholder management
- Contribute to the development of the Service Desk Analyst team with development plans and a continual review process.
- Ensures prompt identification and prioritisation of incidents causing service interruptions for action or escalation, using continual monitoring and reporting against KPIs.
- Monitoring and reporting on call statistics, recordings and tickets to measure customer satisfaction and development opportunities.
- Ensure adherence of incident, problem and change management policy, process, and procedures.
- Participate in and maintain an on-call roster for the service desk to provide after business hours coverage for priority incidents as required.
- Receives and handles requests for service and incidents in periods of degraded service or staffing levels, following agreed procedures ensuring record hygiene is maintained within KPI thresholds.
- Identify and deliver continual service improvement initiatives.
- Implement and monitor the continual maintenance and update knowledge base and work instruction documentation.
- Monitor customer feedback and foster a commitment to delivering high levels of customer service within the team.
- Adhere to all company policies and procedures.
- Role modelling and demonstrating our values.
- Adhere to the Risk management policy, framework, and processes.
- Manage recruitment and staff rostering for Service Desk Analyst team.

**REQUIREMENTS**:

- ITIL4 Foundations or equivalent experience in an ITIL aligned environment
- Current industry certifications or equivalent experience in an ICT environment
- 2-3 years' experience providing Service Desk support in an enterprise environment.

**Who are we**

At PERSOLKELLY, our passion is - and always has been - putting you first.

We propel our people forward by supporting their careers in fresh ways, backed by our expertise and capability.

We're committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experience and perspectives.

We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

**So it's over to you. If you would like to join our team, please APPLY now.**

**To learn more about working with PERSOLKELLY, we encourage you to visit our website.

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