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Service Desk Lead

Job Title: Service Desk Lead
Contract Type: Permanent
Location: Sydney
Industry:
Salary: 100 - 120 Neg on exp
Reference: 2702562
Contact Name: Jon Chapman
Contact Email: jonathan.chapman@perigongroup.com.au
Job Published: March 28, 2018 10:46

Job Description

Global Healthcare co require Service desk lead to manage a follow the sun team. Define, Document and Manage a new level of customer focus! ITIL /JIRA
Drive high performance culture and ensure processes are efficient and effective. Drive and maintain a customer service ethos and a high degree of technical capability throughout the support function.
 

  • Provide IT Support services to the business, ensure that SLA’s are defined and adhered to and that the customer is in focus at all times.
  • Establish and evolve key operational processes for IT service and support.  Defining escalation paths, establishing and enforcing SOE’s, adapting to customer feedback.
  • Work as part of a geographically disbursed team, in close partnership with the London UK based IT Service Desk Manager. 
  • Ensure optimal use of IT Service Management tools across IT support, asset management, deployments, updates and knowledge management.  Leverage these tools for management reporting, providing insight into customer satisfaction (NPS scores) and problem trend analysis.
  • Chair and co-ordinate an IT service steering group – working with key business stakeholders to receive feedback and manage improvement initiatives. 
  • Assist with creating and maintaining centralised documentation for technical staff (guides and knowledge sharing for designs, system builds, support, administration)
  • Assist with the management of key vendors and service providers
  • Manage and maintain a roster for IT staff, including out of hours and weekend on call capability. 
  • Apply industry best practice approaches (ITIL, ISO27001)
  • Work with key IT peers and counterparts – most specifically IT Service Manager UK, Infrastructure Manager, Security Manager, Clinical Systems Manager and the Project Management Office. 
 
Essential Experience and Skills

  • Experience leading a high performing IT service & support capability. Including process and procedure development, implementation and governance.
  • Experience owning, configuring and evolving an ITSM tool (e.g. Jira Service Desk, Service Now, Remedy etc.) - leveraged for IT support, knowledge management, asset management & reporting.
  • Strong customer service experience and orientation.  
  • Good skills and experience across the Microsoft suite of products (Windows desktop and server, Active Directory etc.)   
  • Experience using patch management and deployment systems
  • Experience with a variety of anti-virus and security systems
  • Proactive and self-motivated – self-starting to drive improvements and service
Desirable Skills
  
  • Experience in databases/SQL
  • Experience in administering medical imaging environments (PACS)
  • Experience in radiology or teleradiology workflows
  • Familiarity with compliance against ISO 27001 or HIPAA
  • Exposure to ITIL standards and processes
  • Understanding of DICOM and HL7 protocols
  • Experience in databases/SQL
  • Experience in administering medical imaging environments (PACS)
  • Experience in radiology or teleradiology workflows
  • Familiarity with compliance against ISO 27001 or HIPAA
  • Exposure to ITIL standards and processes

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