With over 4,700 talented professionals in 27 offices across Australia, New Zealand, Malaysia and the Philippines, we have extensive expertise in the operation of data centres, the provision of IT services, cloud, software engineering and application management, payroll and customer service design and operations. Privately owned, our culture is shaped by autonomy, collaboration, agility and speed. And because we're continually sharpening our skills at the leading edge of technology, our future looks bright together. Through our superior delivery of professional technical support, Datacom is a trusted partner to a number of SA and national companies.

At Datacom, we are committed to continuous improvement and develop innovative and creative solutions that add value to Datacom and our customers through Fresh Thinking. We have high performing teams that strive to work efficiently and effectively to achieve sustainable excellence. Our employee retention rates are enviable because we believe in the value of individual expertise and initiative, applied locally and then amplified by company can-do.
 
The Service Desk is the front line of the Datacom Managed Services department. They are responsible for accepting, prioritising and managing resolution of customer service requests and incidents. The Service Desk is the hub of internal communication and the single point of contact for customer communication accepting incoming phone calls and managing the Service Desk mailboxes.  The Service Desk is also responsible for regularly checking monitoring applications and responding to alerts as they are received.
 

The responsibilities of Service Desk Team Leader are to manage customer escalations, manage the knowledge base, reporting, identify areas for process improvement, lead, motivate and mentor Service Desk Analysts and assist the management team as required.

 

The core objectives and responsibilities of the Service Desk Team Leader include:

  • Manage team performance to ensure Service Level Agreement and KPIs agreed with the client are achieved
  • Ensure processes and procedures are ITIL aligned and compliant with ISO20000 and ISO27001 requirements
  • Lead and mentor team
  • Customer and Resolver Group liaison
  • Ensure Customer Satisfaction is achieved
  • Enable the team to perform at a high standard 
  • Provide on time reporting to ensure key business objectives are being met
  • Build and maintain relationships with key stakeholders both internally and externally
Skills and experience required:
  • 2 – 3 years in a senior role in a service desk or customer support environment with ITIL compliance
  • Resource Planning practices
  • Strong and motivational leadership experience
  • Exceptional customer service focus with the ability to empathise as well as prioritise customers needs
  • Ability to work well with a team
  • Ability to solve technical problems quickly and clearly to a customer via telephone
  • Ability to learn new material quickly
  • Can communicate clearly verbally and in writing, information of both a technical and non-technical nature
Although not essential, experience with  Windows, Active Directory, Microsoft Exchange, Citrix, VM Ware, VPN, RSA, Microsoft Office, BYOD and Mobility 

Please note, you must be either an Australian Citizen, have a full-time work Visa to in Australia or be a Permanent Resident.

If you are interested in applying for this position and feel your skill set is aligned, please click 'Apply Now'.
  • Career Opportunites
  • Attractive salary and conditions
  • Team focus and culture
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