Service Desk Lead



Work type:



Information & Communication Technology


$500 per day

Job reference:


Start date:


Contact email:


Jessica Geria

  • 6 month contract with a view for permanency 
  • CBD Central location
  • Work for a leading superannuation organisation
This position supports othe clients goal by leading the IT Service Desk as the central point of contact between customers (users), Technology and external vendors with the aim of maintaining excellent customer service levels for all of the clients users of IT services.

Key responsibilities:
  • Provide first-level contact for users via phone, email, intranet portal, and face-to-face;
  • Take on primary responsibility for interacting with customers, keeping them up-to-date with status and progress;
  • Communicate planned changes to service levels;
  • Act as the central point of contact, communication, and coordination for all IT services;
  • Manage the workflow and triage activities for all Service Desk Analysts
  • Ensure that office meeting rooms are equipped and operational at all times
  • Own the IT relationship with regional offices, visiting each one at least twice annually
  • Operation of the IT Service Desk as a single point of contact for all users.
  • Ensure all customer interactions are managed through and accurately recorded in the ITSM system.
  • Ownership of the Service Request Fulfilment process
  • Develop, promote and continuously improve service desk policies, best practices, and guidelines.
  • Implement, monitor and review standard operating processes and procedures to continually improve the service provided by the IT Service Desk team.
  • Liaise with 3rd-party providers, such as managed services and application support providers.
  • Develop Service Level Targets/KPIs to measure the performance of the Service Desk and produce ad-hoc and periodic reporting to IT forums.
  • Update and maintain accurate records in the ITSM system;
  • Update the configuration database (CMDB) as an integral and ongoing part of dealing with Incidents and Service Requests;

To be successful in this role, you will have:

Specialist/Technical skills:
  •  Experience with problem diagnosis, solution development, customer communication, facilitation of decision making, documentation and managing expectations
  • Knowledge and experience in ITIL processes including Incident, Problem, Service Request, and Change management.
  • Experience managing a Service Desk and a team of Service Desk Analysts
  • Working understanding and experience with technologies including Windows Server, LAN & WAN networks, Active Directory, IT Security, MS Exchange, MS SQL, IP telephony, video conferencing, MDM technologies, Windows desktop environment, Microsoft Office
  • Experience with Service Desk tools
Interpersonal skills:
  • Dedication to excellent customer service
  • Excellent verbal and written communications
  • Ability to meet deadlines and manage multiple competing priorities effectively
  • ITIL Foundation certification
  • Bachelor degree in Information Technology or a related discipline OR commensurate TAFE-level qualifications
If this role sounds like it is of interest, please apply now or alternatively e-mail

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