Service Desk Team Leader

3 days ago

Bundaberg Central, Australia Bundaberg Regional Council Full time

$91,226 per annum + super + benefits
 Permanent Full Time
 Information Services, Corporate Services
Bundaberg Region 

About Us

Are you ready to join our team and build Australia's best regional community?  

Here at Bundaberg Regional Council, our vision is bold but simple, to build Australia’s best regional community. In order to achieve this, we’ve created a culture that’s centered on our core values. To be a Council that is customer-focused, respectful and prides itself on teamwork, diversity, sustainability, and innovation. 

Uniquely positioned north of Brisbane in Queensland, Australia, the Bundaberg Region is one of Australia’s fastest-growing regional cities and the gateway to the Southern Great Barrier Reef. The Bundaberg Region boasts the most equitable climate in Australia and rates fifth in the world alongside Hawaii. Noted for its environmental excellence, pristine waterways, and proximity to the Great Barrier Reef, the Bundaberg Region showcases everything that nature’s palette can create. 

About The Opportunity

As our Service Desk Team Leader, you will lead and manage a small team of Service Desk Analysts who provide high-quality technical support to our customers, both remotely and on-site. You will ensure that the team follows good practices and improve service desk procedures to deliver an effective IS support service, including incident, request, and problem management.

Your responsibilities will also include monitoring and reporting on service desk performance metrics, administering knowledge-base articles, provisioning and supporting end-user devices, printers, telecommunications systems, and business systems, and maintaining the IT asset register. Additionally, you will stay up-to-date with industry trends and new technologies and take part in rostered out-of-hours support as required.

About You

Mandatory:
•    A qualification in Information Technology or equivalent and 5+ years of industry experience in a service desk or technical support role, or equivalent experience.
•    2+ years of experience leading and managing an IT support team that strives for achieving excellence in customer service.
•    Personable, conscientious, and have the ability to multitask and prioritise in a fast-paced environment working autonomously and as part of a team.
•    Proven track record of delivering high-quality customer service. That is, a ‘can-do’ attitude and be able to take ownership of tasks and see them through to ensure customer satisfaction.
•    Demonstrated knowledge and experience in troubleshooting and problem-solving, incident management and request fulfilment.
•    Demonstrated technical knowledge and experience across a wide range of platforms including Windows 10/11, M365, Active Directory, SCCM/Intune, and Azure.
•    Queensland Driver’s license.

Desirable:
•    ITIL certification

What we offer

  • An attractive remuneration package with options for salary sacrifice and 17.5% leave loading
  • 36.25 hour working week & regular rostered days off
  • Opportunities for professional development training and study assistance to enhance your career progression
  • Work within a culture that promotes a healthy work-life balance and a friendly and supportive team
  • An all-inclusive and diverse workplace culture where everyone feels valued

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