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Service Desk Team Leader

VIC, Other
Posted on 09.04.2017

The purpose of this role is to provide and coordinate the provisioning of IT, system and application support requests and to manage the support service desk team in their day-to-day activities.

The position is accountable for planning, implementation and control of service desk activities, including new services, improvement of processes, reduction and quality control of support tickets and the fulfilment of technology purchasing and provisioning of service activities that meets the needs of business customers.


  • Leads, motivates and manages a team of Service Desk Officers that work closely with stakeholders, suppliers and vendors to ensure that customer's needs are met in line with agreed service levels within reasonable timelines.
  • Develop guidelines, procedures and documentation for first level support and resolve operational issues for the service desk staff and customers that are consistent with program objectives
  • Analyses the Service Desk data and proactively applies problem management principles to reduce the monthly calls to the Service Desk.
  • Interpret and apply business plans and policies in own area of responsibility and provide advice to others on implementation/transition issues.
  • Provide professional, technical and specialist advice based on field experience
  • Accountability for work organisation, the allocation of resources within and the outputs required of the Service Desk area, including the quality control and continuous improvement of such outputs.
  • Initiate and maintain effective relationships with internal and external stakeholders at peer or senior levels with the objective of gaining co-operation to deliver IT services.
  • Delivery of service plans, rosters and standards for the service desk area and providing leadership and guidance to support specialists in the field.
  • Provide support statistics and analysis of service desk data and make recommendations accordingly. Contributes to the identification and implementation of effective strategies to reduce tickets and improve efficiencies.
  • Participate in After Hours Support activities and major incident management of priority 1 outages and provide 24/7 support to customers for business critical issues as requiredPro-actively monitor all CATS supported systems and raise awareness of findings to addressed to avoid outages or downtime as required.

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