Team Lead Ict Service Desk
1 week ago
The service desk is the first point of contact for resolving incidents and providing ICT services to both internal and external clients. The ICT service delivery team relies on established processes to ensure the consistent and reliable delivery of services for QRO.
**Your typical day as a Team Lead, ICT Service Desk may include**:
- Providing leadership, coaching and support to the service desk team
- Managing day to day operations of the service desk
- Monitoring queues and operations dashboards
- General rostering, allocating resources and maintaining knowledge bases
- Providing support to internal and external end users/stakeholders to build, grow, and maintain relationships.
You will be supported by a positive, constructive team and divisional leaders as you do your work.
**Key accountabilities of the role are**:
- Leading and providing complex support to users within QRO and external partners, serving as the primary escalation contact for all QRO systems incidents, service requests and change requests.
- Ensuring and maintaining timely communication of planned and unplanned system maintenance and outages to users and relevant stakeholders.
- Coordinating incident resolution for major ICT incidents.
- Generating and analysing service delivery reports for team KPIs and other metrics.
- Reviewing support materials for the ICT Service Delivery team and business users, using QRO's knowledge base, and provide advice on training materials and documentation.
- Ensuring that appropriate expertise in production verification testing (PVT) supports the maintenance and enhancement of QRO's ICT products.
- Facilitating team and individual development and a build positive and participative culture that supports division and QRO strategic objectives.
- Guiding and coaching team members and peers to deliver high quality ICT services.
**To be successful in this role, you will need to demonstrate**:
- Experience leading an IT service desk.
- People management experience.
- Strong interpersonal skills for effective communication.
- Growth mindset and a proactive approach to personal and team development.
We welcome applicants to share with the contact officer any health condition, disability and/or cultural/linguistic background, so that we may make any necessary adjustments to enable you to equitably participate in the recruitment process.
If you are interested in this role - click 'Apply' to be redirected to the full advertisement including role description and contact details.
Applications may remain current for 12 months after the closing date of the vacancy and may be used to fill identical or similar roles.
**Job Ad Reference**: QLD/602186/24Closing Date: Tuesday, 19 November 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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