IT Service Desk Team Leader

1 week ago

Sydney, Australia CareCone Australia Full time

Carecone is hiring for an **Information Technology Service Desk Team Lead**

**Location**: Sydney, NSW

**Duration**:Permanent Position
- Manage a team of 7 service desk members to support the service desk
- Manage the Service desk team to perform monitoring using tools such as SolarWinds and SCOM
- Take calls from client users, log tickets and action resolve the ticket or triage the ticket to the relevant support team
- Escalate to the relevant team as outlined in the SOP for priority tickets including P1 and P2 tickets
- Send a communication to business users as required
- Work closely with track leads and delivery manager and ensure all assigned tickets are addressed and processed as per the agreed SLA
- Support, mentor, and manage the team to deliver key KPIs including first call resolution targets as agreed on the agreements including
- Monitoring of all alerts from the servers and devices hosted in the Datacenter
- Validating the alerts, discarding false alerts, and assigning valid alerts to respective technology support track
- Follow up with the relevant technology track team and ensure open items are closed on time
- Raise incident tickets in the ticketing tool based on alerts, threshold breaches,es and other communication from relevant team member
- Make calls to the relevant technical team if the tickets are not acknowledged and actioned within the agreed SLA period and escalate to the relevant authority if observed no action is taken by the relevant team
- Raise service requests in the ticketing tool as may be requested by relevant team member
- Assist in the preparation of Daily, Weekly, and monthly reports
- Preparing Daily, Weekly & Monthly reports
- Maintain a false alert registry and get the relevant technology team to update/modify/disable alert configurations that are generating false alerts
- Send out incident dump reports on a daily basis to all relevant support team members
- Attend daily calls with all support team members
- Prepare outstanding Incident and Service Request reports for the daily call.
- Initiate the bridge call if any P1 or P2 issues.

**Experience Must Have**:

- 5 to 7 years of experience in Service desk/Network monitoring (NOC) centre
- ITIL V3 foundation certification / Knowledge
- Good communication voice and writing skills in English
- Outstanding communication/presentation/Voice/writing in English
- Diploma or Graduate in IT discipline

**Job Types**: Full-time, Permanent

**Benefits**:

- Work from home

Schedule:

- 8 hour shift
- Flexible hours
- Monday to Friday

**Experience**:

- IT Service Desk Lead: 5 years (required)

Work Authorisation:

- Australia (required)

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