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IT Helpdesk Team LeadersystemsGo • Sydney, NSW, AU
IT Helpdesk Team Leader

IT Helpdesk Team Leader

systemsGo • Sydney, NSW, AU
1 day ago
Job description

Job Description

About the Role

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We’re hiring a Team Leader to join our client’s Sydney office! Our client is a global leader in medical equipment manufacturing, dedicated to advancing healthcare through innovation and excellence.

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The role requires strong communication, customer service and analytical skills. This role will also require the resource to be a single point of contact (SPOC) for all escalated IT issues for the support services team.

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Responsibilities

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

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  • 5 - 8 years relevant work experience.
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  • Microsoft certification is a plus.
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  • Good project management Skills.
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  • Medical technology/manufacturing IT experience is a plus.
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  • ITIL v3 experience is a plus.
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  • Bachelor Degree is preferred.
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  • Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
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  • Strong analytical and organizational skills.
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  • Strong communication and customer service skills.
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  • Driven to continually build knowledge and skills.
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Required Skills

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

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  • Become a respected and trusted IT support services expert.
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  • Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s.
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  • Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
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  • Lead regional and/or global projects as per the organization strategy.
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  • Work in line with globally defined and available support services related processes and procedures.
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IT Helpdesk Team Leader • Sydney, NSW, AU

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