NEC Australia Team Lead - Service Desk in Australia

Team Lead - Service Desk

Location:NSW - Wollongong

Requisition Number:4517

of openings:1

Description

NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers. NEC Australia helps customers gain greater business value from their technology investments, by delivering end-to-end technology solutions, business and IT transformation consultancy, professional services, communications solutions, application development, training and managed services.

We are now seeking a Team Leader to join our team in our office at the Innovation Campus in Wollongong. Role responsibilities will include both transition and & BAU activities, knowledge acquisition and transfer of existing process and coaching and mentoring of a Service Desk team, the creation of process documentation, and to help in the development of Service Desk analysts.

The successful candidates will demonstrate 5 plus years’ experience as a Service Desk Analyst/ Team Leader in a cross functional operations team working in or for large enterprises. There will be a strong focus around Incident, Problem and Service Request Management.

A professional services background would be highly regarded.

Responsibilities:

  • Working in a 24x7 rostered Service Desk environment, Providing management direction and guidance to a First line Call reception, event monitoring, incident creation, diagnostics and resolution for all incidents managed by the Service desk

  • Ensure the best Customer experience by providing the highest level of Customer Service

  • Contribute to achieving and maintaining high Customer satisfaction levels through best practice interactions with customers.

  • Implementing, monitoring and maintaining ICT services, with a focus on maximum availability and performance to customers

  • Provide a high level of technical engineering support to customers and NEC operational staff

  • To provide a high level of customer service

  • To manage the performance and development of staff under his guidance

  • Provide a high level of Customer Service and technical support to customers in relation to all proactive and reactive incidents

  • Manage a team of Service Desk Analysts to achieve the best customer service outcomes by coaching, mentoring and directing their day to day activities

  • Acting as the escalation point for incidents escalated by the Service desk team and being the interface with other internal groups and external customers

  • Performance management of the Service Desk staff and helping in their growth and development within the organisation.

  • Working on KCS and Gamification activities that help improve the performance of the individuals and teams to achieve their objectives.

  • Acting as an interface between the client and vendors and NEC internal teams to provide coordination of all relevant teams in aiding incident resolution.

  • Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilisation, and availability in accordance with relevant Service Level Agreements.

Key Skills/Experience:

  • 5 years Industry experience in ICT technical support or experience in similar role of which 2 years should have been in a supervisory role

  • Hands on experience in supporting ICT technologies

  • Microsoft technologies experience including SCCM, A/D, Microsoft Server, File, Print etc

  • Professional communication skills with the ability to communicate to a diverse audience

  • Effective time management skills and attention to detail

  • Hands on exposure to maintaining ICT services

  • Previous experience in provision of technology support/guidance to lower level technical resources

  • Excellent customer relationship skills

  • Ability and willingness to work in a large Service desk environment on a rostered basis.

  • 5 + years’ experience within a Senior Service Desk role

We offer an outstanding working environment and the opportunity to be part of a high performance team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team.

Please apply now or contact Paul Bean at paul.bean@nec.com.au for further information.