Position Description
Position title Service Desk Team Lead
Division Shared Services
Business ICT – Operations
Business Unit Service Delivery
Classification D
Responsible for Lead the ICT Service Desk that provide 1st and 2nd Level IT Support to all RAC Staff. Ensure SLA’s are met and excellent customer service is provided.
Supervisor Service Delivery Manager
Has reporting to Support Analysts
Senior Support Analysts Main activities
Planning & Operations • Proactively monitor the day-to-day workload of the Service Desk to ensure the provision of an effective IT Support service that includes Incident and Problem Management.
• Implement a culture of ownership and first call resolution across the Service Desk and Desktop teams and ensure a high standard of customer service and technical support.
• Develop, monitor and manage staff performance including performance monitoring, staff development and regular feedback/appraisal, to ensure individual goals are achieved and contribute to organisational objectives.
• Develop and maintain processes to ensure customer feedback is
• Generate reports on key performance indicators and report to Management team.
• Act as an escalation point within the Service Desk team
• Provide a single point of contact for feedback and escalations from the business in relation to operational issues
• Mentor and coach other Service Desk team members.
• Roster Staff to ensure sufficient coverage
• Develop teamwork through positive participation and communication.
• Utilise the Desktop Support tools to their maximum capacity and embrace new ideas in application of tools.
• Provide input with the build, test, implementation and maintenance of the Managed Operating Environment for corporate PC infrastructure.
Risk and Compliance • Ensure self-analyses risk and are compliant with the
Code of Conduct, policies and procedures to reduce exposure to harm and risks are descriptive.
Self Management • Demonstrate personal support to initiatives and policies set in Health, Safety and Environment to meet key performance indicators
• Able to drive a strong “can do” culture within the Service Desk and have the team work together. • Be actively involved in the changes (tools, processes
and new systems) within ICT and Service Delivery Management
• Work with, and provide input into Processes including Incident and Problem Management, Knowledge Management
• Working with the team around performance planning setting goals and achieving them (training included) Describe outcomes based actions and responsibilities; in order of time consumed.
• Be descriptive.
• E.g. if an activity is to manage customer relationships, write “Develop and manage customer relationships to deliver business solutions that are relevant and appropriate for that customer” provides more detail. Health & Safety • Employees are required to take reasonable care for
personal health and safety and the safety of colleagues who can be affected by conduct in the workplace; Ensure hazardous conditions, near misses and injuries are reported immediately to an appropriate supervisor.
Key skills and abilities • People leadership/management skills.
• Understanding of the business information needs of the organisation.
• Excellent verbal and written communication skills • Able to work under tight timeframes
• Identifying process improvements • Able to work under minimal supervision • Able to carry out instructions
• Mature approach to work with a “can-do” attitude • Basic working knowledge of Desktops systems –
including Windows XP, Windows 7, Microsoft Office • Able to work hours suited to position – i.e. After
Hours at times
• Working effectively and collaboratively in a team • Ensuring customer satisfaction
Typical experience • Previous technical customer service experience. • Proven experience in developing a strong team ethic • Experience with ITIL Methodolgies
• Experience using ServiceNow (Desirable)
Qualifications • ITIL V3 Foundations
• Troubleshooting and supporting windows 7 in the enterprise
Decision making • Recommend process improvement for Service Desk
Team to Service Delivery Manager
Demands • Accept and act on the key accountabilities of the own
position
• Flexible work arrangements to meet the demands of the position.
• Manage multiple priorities and demands • Able work under pressure
• Able to work autonomously with minimal supervision • Undertake overtime when required
• Participate in Service Desk on-call (after-hours) roster
Internal relationships • All RAC Staff
External relationships • Service Providers
• External Vendors
Our Values
We are accountable, communicate openly and honestly and deliver on our promises.
We work collaboratively to accomplish shared goals. We respect the needs and contributions of others and take responsibility for our actions, both as individuals and teams.
We use our initiative and strive to improve ourselves, others around us, systems and processes to create value
We focus on the creation of value for members by always putting the members’ needs and interests first. We achieve because we are motivated and empowered to perform and learn. We acknowledge and value each other for our contributions. We have fun, work/life balance and have opportunities to grow and develop in a safe environment.
The main activities and key skills and abilities listed are intended to describe the essential functions of persons assigned to this position; they are not intended as an exhaustive list of all position duties, responsibilities, and requirements.
This position description was updated _________________________________________________
Category Subcategory Code Skill
TECH Technical specialism 4 3 3 COPL Continuity management 3 3 3
DTAN Data analysis 2 2 2
NTDS Network Design 1 1 1
HSIN Systems installation/ decommissioning
3
2CPMG Capacity management 2 2
AVMT Availability management 2 2
SLMO Service level management 5 5 5 CFMG Configuration management 4 3 1
ASMG Asset management 4 3 1
CHMG Change management 4 3 3
RELM Release and deployment 3 3 3
SYSP System software 3 2 2
SCAD Security administration 3 2 2 ASUP Applications support 3 3 2
ITOP IT Operations 3 3 3
PBMG Problem management 4 3 3
USUP Service desk and incident
management 4 3 3
DCMA IT estate management 2 2 2
Solution development and
implementation
Advice and guidance Technical strategy and planning
Systems development
Strategy and architecture
Service management
Installation and integration
Service operation Service transition Service design
