About us Bolton Clarke is Australia’s largest provider of independent living, health and wellbeing and aged care services. With over 16,000 team members across Australia, we have a passion for ensuring our customers live a life of fulfilment. We have an exceptional record in supporting active ageing, health, wellbeing and personal choice for our clients and residents across home community support, retirement living and residential services. About the opportunity: We currently have an opportunity for an IS Service Desk Team Leader to lead our established Sydney based team on a 12-month initial contract. In this role you will ensure the effective resolution and monitoring of 1st level support requests and incidents within designated SLAs and OLAs, maximising service availability to our individual customers and business areas. Your leadership will assist the IS Service Desk staff to meet or exceed performance standards and you will work to establish and measure appropriate metrics and benchmarks, continuously improving the level of services provided. Your new role will involve: Developing and fostering a team environment with a strong customer service focus Developing and implementing request processing and resource management techniques to ensure effective IS Service Desk staff coverage to achieve request and incident management which meets service levels and compliance requirements Manage critical service incidents with focus on customer communication, resolution activities and escalations Act as escalation point for unresolved or incomplete requests, engaging internal IS Level 2 & 3 support teams Report to Senior IS managers on any issue that could significantly impact the delivery of IS systems and services to the business Develop, implement and continuously improve the IS Service Catalogue so that it accurately defines the services provided by IS and associated information (deliverables, approvals, request process, timeframe and delivery) and imbed into the IS Service Desk management tool Measure and report on service delivery performance metrics as directed by the IS Service Delivery Manager Follow and recommend process, procedures and policies that meet compliance/governance requirements and reflect best practice About you: You are committed towards customer service and have at least 5 years’ experience working in IT support and systems administration. Your sound understanding of service desk solutions, Microsoft end user technology and current mobile technologies will see you thrive in this role. You are also a strong communicator with the ability to present to all levels of the business and have a willingness to adopt change and implement new initiatives. Importantly, you will mirror our values of Be Kind; Listen; Be Curious; Always safe; and Always together in all aspects of your work. Our culture is both supportive and collaborative. In return for your hard work, you will receive a generous salary package plus: Competitive base salary $18,550 Salary packaging Benefits Private health insurance discounts · Flight Centre Travel holiday deals Flexible working environment Employee Assistance Program Fitness Passport Program Free Flu Vaccinations How to Apply To join our diverse, purpose driven organisation that offers rewarding professional development opportunities, please apply below with a resume and cover letter. Applicants must obtain Federal Police Clearance or willingness to obtain, along with this season's flu vaccination and provide Covid-19 vaccination evidence.
