Desktop Support Team Lead

Vor 7 Tagen

Sydney, Österreich Apply.Workable.Com - Ats Vollzeit

Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.
About the Role (your why)
As a Desktop Support Team Lead, you will be responsible for leading a team of end user services engineers within the IT Outsourcing group to ensure best practice support methodology is practiced, technical experience leveraged, and customer outcomes are delivered, driving high levels of customer satisfaction.
The Desktop Support Team Lead is expected to manage the day-to-day customer-related operations of the Onsite End User Services Support group.
This role is based in Parramatta and Sydney.
Due to customer requirements, we will require Australian Citizenship to be eligible; no visa sponsorships for this position.
What you'll do
Being the single point of contact for all EUS related issues and escalations for all stakeholders.Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties.Explore emerging relevant technologies and the possible application of these technologies to the client base and Datacom.Assist in Problem Management when required, delegating as appropriate.Support the Service Delivery community in Continual Service Improvement Initiatives.Manage call management system queues to ensure tickets are assigned.Mentor and coach staff members on customer-related issues and promote a positive culture within the team.Ensure operational performance of the team delivers a high level of customer satisfaction.Demonstrate a strong managerial and leadership style.Ensure staff are clear on expectations and performance requirements.Ensure the Operations Manager (EUS) is aware of noncompliance issues and performance anomalies.Ensure all staff adhere to the breached call reporting policy.Track and record expenses for EUS team staff members.Ensure staff enter timesheets in line with Datacom process.We are a pretty agile company and are keen to respond to customer, technology, and internal stakeholders' changing requirements, which can mean we evolve in our roles to meet those needs.
What you'll bring
Required experience:
Hardware and peripherals i.e.
laptops, notebooks, workstations, desktop PCs, printers, media, and audio-visual equipment BYOD and mobility.Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance.Desktop and software applications i.e.
Operating Systems (Windows 7 through 10), Microsoft Office 2007 through 365, Antivirus software and systems.Nice to have:
Excellent verbal and written communication skills with the ability to articulate technical information to the target audience.
Exceptional professional customer service skills, ability to work autonomously, and excellent time management.Why join us here at Datacom?
Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services.
We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size.
It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours, and professional development courses to name a few.
You'll have the opportunity to learn, develop your career, connect, and bring your true self to work.
You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.
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