Head of End User Support Services

**Hey there, we’re PEXA**
We know you’ll Google us before applying, so let’s keep this brief. PEXA pioneered an electronic lodgement solution that simplifies property transactions - we’re a national online property settlements platform. Since starting life in 2010, we now employ a team of 450 people working across Australia. Today, we help 20,000 families settle their property safely each week.

Our passion and customer focus has resulted in awards or recognition of our products, services, culture, commitment to innovation and member experience in recent years. We’re still expanding at a rapid rate and we’re constantly striving to deliver superior property experiences to all Australians.

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Why become a PEXArian?*
Great question Being a PEXArian is so much more than just a job. We’re a passionate, motivated and unashamedly enthusiastic bunch at PEXA - we love what we do and we’re proud to admit it Creating brilliant experiences for our members and their clients wouldn’t be possible without ensuring we deliver an exceptional employee experience.

**Here’s a snapshot of what your life at PEXA could look like**:
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Your growth: *
We encourage you to hit your personal and professional learning and development goals with our tailored programs and tools.

**Your wellness**:
We care about your holistic wellbeing - take advantage of our ergonomic environment, a fully stocked kitchen, four wellness days, a $250 wellness subsidy as well as lunch and learn sessions to support your financial wellbeing.

**Your work/life blend**:
We know that work is just one aspect of your life - we want to help you create your ideal work/life blend, rather than squeezing in life around work.

**Your family**:
With a range of benefits aimed at supporting your family including access to a subsidised school holiday program, when we say, ‘welcome to the family’, we really mean it

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A day in the life: *

The Head of End-user Support Services is responsible for the leadership and management of the Service Desk team (The HUB) and for the day-to-day management of operations in relation to end-user devices and service desk requests.
This role provides leadership and mentoring to the Service Desk team (The HUB) and is responsible for driving a strong culture of continuous improvement.
This role is crucial to ensuring that the Workplace Technology team delivers excellent customer service to PEXArians in relation to end-user devices and service desk.

**Key Accountabilities**
- Service Desk Operations
- Manage and co-ordinate the processing of incoming calls / tickets to ensure courteous, timely and effective resolution of incidents and requests - in accordance with the Service Desk SLA.
- Ensure Service Desk incident and request management processes are carried out in accordance with agreed standards or procedures
- o Record all requests and incidents that are raised via the phone and walk-ups.
- o Classify and prioritise requests and incidents
- o Identify incident symptoms, determine possible causes and either resolve or allocate / escalate for resolution with all work logs recorded.
- o Ensure documentation of incident resolution, where it may be reusable, is submitted into the knowledge base.
- o Verify with the affected users that the service request/incident has been satisfactorily fulfilled/resolved before closing a ticket.
- Ensure that Knowledge Base Articles and User Guides are created and updated to remain relevant and accurate.
- Ensure that the Service Desk team follow the procedures for systems access requests, onboarding and offboarding of users, and that the actions carried out are timely, recorded and auditable.
- Raise reoccurring incidents / requests and work with other teams to resolve.
- Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents.
- Provide communication to PEXArians in preparation for planned work, changes and unplanned outages.
- Management of End-user Devices and Services
- Manage and co-ordinate BAU activities to ensure both end-user devices and services are operating in an efficient and effective manner, delivering value to the end-users in their day-to-day activities.
- Provide hardware / software support for end user devices including:
- o Desktop and laptop PCs (Mac and Windows)
- o Mobile devices - Tablets and phones (iOS and Android)
- o Office technology facilities - AV devices, Printers, Scanners, Portable Wireless hotspots, etc.
- o Software installation and Activation
- Ensure that the SOE for end-user devices are regularly patched and upgraded to meet both usability and security requirements.
- Responsible and accountable for end-user device asset and life-cycle management - from procurement to decommissioning. Ensuring all changes to new and existing hardware / software are recorded and accurately maintained in the asset register
- Responsible for user account administration in Okta, the Active Directory and Offi