IT Service Desk Manager

7 days ago

Dandenong, Australia Wurth Australia Full time

**Dandenong South**
We are an international, family company looking to grow. The confidence in our products and the love for our customers is what makes us a global leader generating in excess of 17.1 billion euro in 2021, we are the largest employer of direct selling staff globally.
With 450 sales representatives servicing over 55,000+ customers all around Australia, we are proud to offer our customers a comprehensive range of tools, fasteners and consumables, as well as systems and service solutions.
We are currently looking for a highly motivated, organised and passionate IT Service Desk Manager to join our IT Team located in our Head Office in Dandenong South supporting the Chief Technology Officer through the timely response and resolution of Service Desk tickets as well as ad hoc IT enquiries.
**Reporting to Chief Technology Officer, your Responsibilities will include but not limited to**:

- Overseeing Service Requests, Incidents and Problems that come through the IT Service Desk ensuring timely resolution of tickets logged.
- Ensuring proper Ticket Classification, Prioritisation, Assignment and Escalation.
- Working to achieve and improve Service Desk Metrics, SLAs and KPIs including MTTA, MTTR, Total ticket Counts, End User feedback metrics, etc.
- Handling of Major Incidents, completion and circulation of Incident Reviews
- Managing the process for communicating IT issues to internal stakeholders.
- Overseeing, training, coaching and mentoring the Service Desk team.
- Scheduling team working times, reviewing leave requests and reporting absences.
- Overseeing the knowledge base and documentation including CRM, SAP, systems, Assets Database, procedures, troubleshooting, etc.
- Working proactively to maximise uptime and minimise service outages through all means available including documentation, education, monitoring, processes, etc.

**To be considered for this opportunity, you will possess**:

- People management, organisational and time management skills
- Understanding of SLAs, metrics and performance indicators
- Understanding of data hygiene principals
- Excellent verbal and written communication skills
- Analytical and problem solving skills
- Operating system knowledge including Windows and IOS
- Microsoft Office suite of products knowledge
- Relevant IT qualifications and/or industry experience ITIL certification would be advantageous
- The flexibility to work from 7.00am to 8.00pm with rotating shifts

**Why we are WURTH it**
- Local role based in our brand new state of the art head office in Dandenong South
- On site secure parking
- Full training provided
- Free access to our Employee Assistance Program (EAP)
- Great access to a wide range of optional online training modules
- Generous uniform allowance
- We are aligned and proud to support Beyond Blue
- If you have any questions, please contact our national Recruitment Team on 03 8788 1199._
**No Recruitment Agencies please.

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