Service Desk Coordinator/tech Lead

5 days ago

Sydney, Australia First Focus Full time

We have just embarked on the hunt to find the perfect person to take operational responsibility for one of our client's Service Desk team. In this demanding role, you will be responsible for the operation of a small support desk, perform as first point of contact for internal systems (including Dynamics AX) and be the 1st point of escalation for business teams. The right person for this role will be someone who is capable of juggling many things while staying technically involved.

Life at First Focus is all about helping our customers use technology. We **simplify**, we succeed as a **team**, and when something isn't right, we call it out. We **listen **to each other, and to our customers. We make changes (often very quickly) and we don't tolerate office politics.

**The Role**:
Day to day in this role your will be involved in, or responsible for:

- Performing as first point of contact and technical lead for local systems, especially Dynamics AX
- Managing and operating the local IT service desk
- Managing the patching, migration and decommissioning of services
- Performing as first point of escalation for business teams
- Performing tacticial upgrades eg switch updates in our DC

**Requirements**:

- Deep experience supporting a team in a customer-focused services environment
- A proven history within a high performing service desk teams
- Very strong knowledge of technical infrastructure from desktop to firewall.
- An understanding of ITIL, ticketing systems and customer service principles.
- The ability to deliver innovative solutions to Service Desk problems
- Experience working with an IT outsourcer or service provider
- Experience with ConnectWise, LabTech, and/or Solarwinds Orion

**Benefits**
- **Competitive salary package**:

- Work life balance through hybrid working arrangements
- $40/month towards your mobile phone and data plan under our BYOD policy, and if you want to bring your own laptop to work, we'll double that
- Work sided by side with like-minded, passionate professionals
- Offer up to 5 paid training days a year and support employees towards certifications and qualifications
- We will not only pay for the exam, but will also give you a pay rise for achieving certifications (conditions apply, of course)
- Opportunities for personal development, regular social events and great team culture

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