Service Desk Level 1 Team Leader

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 40 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.

SBS News '¯brings Australians a unique perspective with our extensive news coverage from home and around the world. We have a strong reputation for delivering high quality and distinctive content across our broadcast, digital and audio platforms with the SBS Charter at its core. We look for potential in our staff and are committed to ongoing development.

**About The Role**

In this role you will lead a dynamic team of customer-focused professionals in delivering exceptional service desk support.

You will also:

- Ensure adherence to processes and meticulous attention to detail in issue resolution.
- Collaborate with the team to meet service levels and KPIs on a 24/7 rotating roster basis.
- Take charge of on-call responsibilities outside of regular hours.
- Responsibilities include:

- Guiding the Level 1 support team in following protocols and ticket management.
- Prioritizing communication on Aged and VIP tickets for enhanced customer satisfaction.
- Conducting team KPI reporting and ticket audits.
- Coaching team members on best practices for continuous improvement.
- Managing knowledge base and intranet documentation for accuracy and relevance.
- Utilizing the Helpdesk database effectively and updating system documentation as needed.
- Adhering to IT processes, SLAs, and protocols to ensure operational efficiency.
- Flexibility to work shifts and respond to after-hour calls for 24/7 support.

**About You**

Ideally, you will be:

- Proficient in Windows 10 and 11, as well as Apple Mac OS, with a focus on user support.
- Demonstrated leadership skills with previous experience managing a Level 1 Service Desk team.
- Familiarity with IT Service Management processes and methodologies, including ITIL.
- Possession of ITIL V3 Foundation Certificate.
- Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
- Previous experience working in a 24/7 operational environment.
- Motivated and engaging personality, eager to develop both personally and professionally within the organization.

Feel like you meet most, but perhaps not all the criteria listed? Then, send through your detail as whilst we have specific requirements in mind, we can look at how we can bridge the gaps

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 40 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 for our Sydney based employee’s free gym membership
- 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

Adjustments

To find out more about reasonable adjustments with SBS, please view our video here.

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