IT Service Desk Team Leader

3 days 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)

  • Service Desk Team Lead

    1 week ago

    Sydney, Australia Brennan IT Full time

    **Brennan IT** We are a national company with a reputation for delivering technical excellence and high-quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for the past 10 years in a row. **Benefits of working at Brennan IT**: - An awesome team of people to work with - Flexible working...

  • IT Service Desk Team Leader

    2 weeks ago

    Sydney, Australia Australian Military Bank Full time

    Established in 1959 and with over 56,000 members we're a Mutual organisation supported by a dedicated group of hard-working professionals. By looking at our service, products and digital capabilities in an agile and collaborative way, we put the financial needs of our members at the forefront of what we do. **About the Role** Reporting to the Manager IT...

  • Service Desk Team Leader

    10 hours ago

    Sydney, New South Wales, Australia GrainCorp Full time $120,000 - $130,000 per year

    Role:Service Desk Team LeaderLocation:SydneySalary Range:$120,000 - $130,000 (including superannuation)What did you have for breakfast today? Whether it's the flour in your toast or the grain in your cereal, it's highly likely that GrainCorp helped get it onto your plate As we find new ways to connect rural communities with food, animal feed, and industrial...

  • Support Desk Team Leader

    3 days ago

    Sydney, Australia NSW Department of Customer Service Full time

    **Support Desk Team Leader** - ** Employment Type**:Ongoing (2 roles) - **Location**:Flexible/hybrid working arrangements available across NSW, with some travel to Sydney metro locations required from time to time (negotiable) - **Grade**:Clerk Grade 7/8 - **Salary Range**:$110,266 - $122,058 p.a. base salary dependent on experience, plus...

  • Service Desk Team Leader

    1 week ago

    Sydney, New South Wales, Australia New South Wales Government Full time $90,000 - $120,000 per year

    Clerk Grade 5/6Ongoing Full-TimeParramattaAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially,...

  • Service Desk Team Leader

    11 hours ago

    Sydney, New South Wales, Australia NSW Government Full time $90,000 - $120,000 per year

    Clerk Grade 5/6Ongoing Full-TimeParramattaAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially,...

  • Service Desk Team Leader

    11 hours ago

    Sydney, New South Wales, Australia NSW Police Force Full time $60,000 - $120,000 per year

    Clerk Grade 5/6Ongoing Full-TimeParramattaAbout usThe NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially,...

  • Service Desk Team Leader

    3 days ago

    Sydney, Australia Eighty20 Solutions Full time

    Opportunity to grow your leadership skills ! - Gold Microsoft Consultancy - Flexible WFH options **Service Desk Team Lead** **Location: Sydney/WFH** **Role Type: 6-month Contract** **About us**: Eighty20 Solutions is an Australian based Microsoft Gold partner specialising in cloud transformations and strategic adoption. Our company was born in the cloud...

  • Information Technology Field Technician

    17 hours ago

    Greater Sydney Area, Australia IT Desk Full time $104,000 - $130,878 per year

    Company DescriptionAt IT Desk, we provide tailored IT solutions to support your business infrastructure. Based in Sydney, our team specializes in monitor installations for offices, computer hardware refreshes, and providing ad hoc IT resources for short-term or project-based needs. Whether you're expanding, upgrading, or need reliable on-site support, we're...

  • Service Desk Analyst L1

    2 weeks ago

    Sydney, New South Wales, Australia Brennan IT Full time $60,000 - $90,000 per year

    At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.It's a claim backed by our True Performance System – a way of working engineered to get us closer, and...