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IT Helpdesk Team Leader

systemsGo
Sydney, AUS
Full-time
Mid · 5–8 years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

Responsibilities

  • Be a SPOC for all escalated IT issues for the support services team.
  • Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
  • Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
  • Mentoring new joiners in the team and providing operational and functional training.
  • Managing IT Asset inventory.
  • Lead on process improvements and manage the team to implement Global/Local programs.
  • Host weekly IT meeting for deskside team and presenting to Manager IT.
  • Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
  • Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
  • Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
  • Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
  • Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
  • Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
  • Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.

Qualifications

  • 5 - 8 years relevant work experience.
  • Microsoft certification is a plus.
  • Good project management Skills.
  • Medical technology/manufacturing IT experience is a plus.
  • ITIL v3 experience is a plus.
  • Bachelor Degree is preferred.
  • Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
  • Strong analytical and organizational skills.
  • Strong communication and customer service skills.
  • Driven to continually build knowledge and skills.
  • Build relationships with peers, stakeholders, and customers.
  • Become familiar with technology platforms and systems.
  • Become familiar with the IT organization as to be built out of the ITO program.
  • Ensure that support requests are captured in the ticketing system.
  • Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.

Required Skills

  • Build relationships with peers, stakeholders, and customers.
  • Become familiar with technology platforms and systems.
  • Become familiar with the IT organization as to be built out of the ITO program.
  • Ensure that support requests are captured in the ticketing system.
  • Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.

Preferred Skills

  • Become a respected and trusted IT support services expert.
  • Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s.
  • Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
  • Lead regional and/or global projects as per the organization strategy.
  • Work in line with globally defined and available support services related processes and procedures.
  • Microsoft certification is a plus.
  • Medical technology/manufacturing IT experience is a plus.
  • ITIL v3 experience is a plus.
  • Bachelor Degree is preferred.

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