ICT Service Desk Coordinator

ICT Service Desk Coordinator

AME Systems is a leading Australian, privately owned designer and manufacturer of quality electrical wiring harnesses and assemblies. We specialise in customised electrical solutions for heavy transport, aerospace, transport, rail, military, medical and special purpose vehicles and machinery, offering full service and support from design to delivery, and after-market sales. Our expertise spans almost 40 years, with a long history of leadership and success in the electrical harness industry.

This role will facilitate, coordinate and provide leadership to the organisation’s Information, Communication and Technology Service Desk and in so doing hold a pivotal role in ensuring the ICT department is seen as a service provider of solutions to internal customers, reacting promptly and professionally to all enquiries or issues.

 

The key elements of this role involve:

• Supervising, facilitating, and providing leadership, direction and support to the Service Desk team.
• Leading the planning and day to day management of the IT Service Desk function, including resource planning, ICT service desk budgets, rostering and allocating work in an effective manner.
• Monitoring the performance of the Service Desk team, regularly report on performance, execute identified improvement opportunities and manage performance to meet or exceed agreed service levels.
• Managing any escalated inquiries, requests, complaints including contacting vendors for support and issue resolutions, issues or cases and obtain guidance from the ICT Manager as required.
• Taking ownership and handle incidents and requests escalated from Service Desk officers, escalating to more specialised teams, if required.
• Ensuring all incidents and requests managed in the team are adequately resolved within stipulated SLAs.
• Developing FAQ’s, guides, knowledge bases or any other self – service materials to enable users to access and use information to resolve simple technical enquiries or issues.
• Actively participate in Problem, Change and Release Management processes as well as Continual Service Improvement

 

Desirable qualifications and experience:

• Able to determine objectives, set priorities and ensures organisational, departmental and personal goals are met and exceeded.
• Advanced generalist skills in operating systems and applications including but not limited to O365, Intune, SQL server, Active Directory and applications supporting a number of back-office functions.
• 2+ years experience in supervising, facilitating and providing leadership to the Service Desk function.
• Demonstrated experience with Azure and Office 365 and with endpoint management (ManageEngine or Intune).
• Cert IV in Information Technology or equivalent.
• MS-900: Microsoft Azure Fundamentals.
• Experience with Essential Eight, NIST SP800 171, PRINCE2 Foundation

 

PLEASE NOTE:

This position is only suitable for applicants who currently reside in Australia and have full working rights. 

All shortlisted applicants will be required to successfully undertake a pre-employment aptitude test, interview, simple medical assessment and Police check.

 

Applications close Friday the 20th of December. Please include a copy of your cover letter and resume as part of your application.

 

For any enquiries please contact:

Ali Davies

HRD Coordinator

Telephone: 5352 9000

Email: hrd@amesystems.com.au