Datacom
Desktop Support Team Lead
To transform technology into value for our customers.
Customer Support
Full-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Datacom
Datacom is an IT solutions provider built on strong values. We have grown to be one of Australasia's leading locally-owned technology businesses.
About the role
About the Role (your why) As a Desktop Support Team Lead, you will be responsible 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 can be based in Melbourne due to customer requirements and will require Australian Citizenship to be eligible, no visa sponsorships available for this position. What you’ll do At the moment, as Desktop Support Team Lead you will be focused on:
- 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
- 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 and
- Mentor and coach staff members on customer related issues 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 staffs adherence 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 and this 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 PC's, 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:
- You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management
What you'll be responsible for
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Customer Support Team Training
Provide ongoing training, support, and coaching to help customer support teams achieve their goals and objectives
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Customer Support Technology Management
Identify and implement technology to optimize processes and collaboration for customer-facing teams to deliver high-levels of support
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Problem solving
Identifies problems and develops logical solutions that address the problems