Ict Service Desk Team Lead

1 week ago

Derrimut, Australia Bulla Dairy Foods Full time

Bulla Dairy Foods is one of Australia's oldest family-owned dairy companies, proudly making dairy products in country Australia for six generations. We are dedicated to making products with more care, craftsmanship and passion from only the freshest milk and cream.

We currently have an exciting opportunity for an experienced ICT Service Desk Team Lead to join our Finance and IT Team. Reporting into the Service Delivery Manager, this role will be a technical leader and mentor to our service desk staff.

You will be the key point of contact for escalations for all IT Support needs, including managing end user computing, support processes, capability and capacity within the service desk team and providing L1 and L2 support for all ICT services.

**_Please note, regular travel to our regional sites in Colac will be required._**

**Your responsibilities will include**:
**_ITIL Processes and Best Practices_**
- System support including request logging, triage, assignment, first response, escalation and resolution.
- Service Desk Processes including:

- Incident and request management, change management and problem management.
- Maintain an up-to-date catalogue of IT services
- Monitor and report performance against agreed targets and performance indicators
- Carry out service reviews to review performance.
- Consult with SME's to ensure integrated action plans and problem resolution
- Improve techniques and practices for managing client queries, troubleshooting and incident prioritisation and resolution.

**_Stake Holder Management_**
- Maintain positive business relationship with super users and SMEs
- Issue technical bulletins to inform customers of problems and instruct them in taking necessary action
- Provide periodic communication to affected people during high priority incidents.
- Actively identifying areas for process improvement and make recommendations to management

**_End User Support_**
- End user device support including Laptops, Desktops, Mobile phones, Printers, RF-Guns.
- Device hardening, SOE creation and deployment
- Asset life cycle management
- User onboarding and offboarding
- Manage and participate in after-hours support roster

**You will have**:

- Microsoft Certification (Server OS, Office 365, or Azure)
- ITIL Certification
- Tertiary qualification in IT
- A minimum of 5 years working in a complex technical environment.
- Excellent communication (verbal and writing), presentation and negotiation skills.
- Well-developed logical and lateral thinking skills with a capacity for innovation.
- A strong focus on customer service
- Capacity to deal confidentially and appropriately with sensitive/personal issues.
- Capacity to effectively relate and communicate to people at all levels of the business.

**What we can offer you**:

- A hybrid working model as standard, encompassing both flexible work from home arrangements and access to our Melbourne and regional sites
- A great cultural environment in a proud, Australian family-owned business
- A variety of benefits including a Short-Term Incentive Program, corporate clothing allowance, delicious take-home product and free on-site parking at all our sites

This is a rare and exciting opportunity for a ICT Service Desk Team Lead within a reputable family business. With great opportunities for personal growth and development, you'll contribute to the success of this iconic household brand with a long history and bright future.

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