Service Desk Analyst Level 3 / Team Leader

• Platinum Clients!
• Projects orientated role!
• Fast paced and diverse!

This client is an award winning Managed Service Provider with a varied and high profile client base. Due to rapid expansion we are seeking an outstanding and experienced individual to undertake the role of Service Desk Analyst Level 3 / Team Leader.The environment is fast-paced, and is a rare opportunity for you to make a genuine impact in a company that focuses on a culture that embraces creativity, fosters innovation and offers real career progression. This will be your chance to demonstrate delivering results for customers and building strong customer relationships. You will be collaborative, team orientated as well as being able to work autonomously.

Working from home (3 days) and 2 days in the Gold Coast office your responsibilities will include but not limited to:

• Be the main escalation point for all Level 3 IT issues and support to the Service Desk Team for all complex and high priority technical incidents and requests.
• Lead and support the Service Desk Team, driving individual performance to support the Service Desk Manager.
• Proactive trouble-shooting and providing strategic solutions to a variety of technical, escalated issues.
• Be able to answer queries accurately and quickly, with a natural ability to predict the client needs and the Service Desk Teams requirements.
• Provide solutions, guidance and instructions to the Service Desk Teams at all sites across Australia
• Liaise with Service Desk Manager, Infrastructure Manager and clients to actively manage high priority incidents through to resolution
• Deliver excellent customer service while managing customer expectations by providing clear communication to clients, team members and other stakeholders
• Record all work in compliance with company policy
• Evaluate and modernise documentation, including user guides and internal knowledge base.

Demonstrated Key Competencies:

• MUST have prior Level 3 IT Experience– preferably in a professional services environment.
• MUST have proven experience in a Team Leader role with sound knowledge of management principals
• A high skill level of Windows and Mac desktop support with a demonstrated high level of troubleshooting skills for networking, servers and virtual environments.
• Experience implementing, configuring and administering networking and Windows servers in business and corporate environments to best practice standards.
• Experience configuring and administering cloud services such as virtual environments in Azure, Office365 and online backup services.
• Recent MS certifications in server level administration and support.
• Experience with Autotask (or another ITIL-compliant ticketing system).
• Excellent customer service skills, with experience working in a high-demand environment.
• Ability to prioritise and multitask with demonstrated attention to detail.
• Clear verbal and written communication skills.
• Excellent time management skills and the ability to work well unsupervised.
• A current driver’s licence.

For further details contact Rosa on 03 9347 7780 or email your resume to rosa@micalerecruitment.com