Service Desk Lead

2 weeks ago

Sydney, Australia Ontrack Systems Full time

Manage a team of 7 service desk members to support the service desk 24x7
- Manage the Service desk team to perform monitoring using tools such as SolarWinds and SCOM
- Take calls from client users, log tickets and action resolve the ticket or triage the ticket to relevant support team
- Escalate to relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets
- Send communication to business users as required
- Work closely with track leads and delivery manager and ensure all assigned tickets addressed and processed as per agreed SLA
- Support, mentor and manage the team to deliver key KPI including first call resolution target as agreed on the agreements including
- 24x7 monitoring of all alerts from the servers and devices hosted in the Data centre
- Validating the alerts, discard false alerts and assign valid alerts to respective technology support track
- Follow-up with the relevant technology track team and ensure open items are closed on time
- Raise incident tickets in the ticketing tool based on alerts, threshold breach and other communication from relevant team member
- Make calls to relevant technical team if the tickets are not acknowledged and actioned within the agreed SLA period and escalate to relevant authority if observed no action is taken by the relevant team
- Raise service requests in the ticketing tool as may be requested by relevant team member
- Assist in preparation of Daily, Weekly and monthly reports
- Preparing Daily, Weekly & Monthly reports
- Maintain a false alert registry and get relevant technology team to update/modify/disable alert configurations that are generating false alerts
- Send out incident dump report on a daily basis to all relevant support team members
- Attend daily call with all support team members
- Prepare outstanding Incident and Service Request reports for the daily call.
- Initiate the bridge call if any P1 or P2 issues.

Experience Must Have:

- 5 to 7 years of experience in Service desk/Network monitoring (NOC) centre
- ITIL V3 foundation certification / Knowledge
- Good communication voice and writing skills in English
- Outstanding communication/presentation/Voice/writing in English
- Diploma or Graduate in IT discipline

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