- Two Roles - Perth and Melbourne
- Excellent Career Development Opportunities
- Supportive team environment
Who we are
Programmed is a leading provider of staffing, maintenance and facilities management services across a range of industries. Working with us means you will become part of the Programmed family: a company that encourages career development, supports flexibility and cares about your personal wellbeing and safety.
The Role
We are currently seeking ICT Support Leads to join our team based in Perth and Melbourne. As part of the Service Desk team, you will be working in a fun and dynamic workplace while delivering top notch support for Programmed Staff for systems and infrastructure.
You will lead a team to ensure that a high level of support is provided to ICT's customers both internal and external.
Our ideal candidate will have demonstrated ability to collaborate with and influence others, a broad set of troubleshooting skills and knowledge of IT service management / ITIL.
Key responsibilities
- Contribute to the delivery of IT Service Management
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- Operational and management reporting
- Core ITIL processes (Incident, Problem, and Request)
- Continual service improvement culture
- Internal stakeholder management
- Contribute to the development of the Service Desk Analyst team with development plans and a continual review process.
- Ensures prompt identification and prioritisation of incidents causing service interruptions for action or escalation, using continual monitoring and reporting against KPIs.
- Monitoring and reporting on call statistics, recordings and tickets to measure customer satisfaction and development opportunities.
- Ensure adherence of incident, problem and change management policy, process, and procedures.
- Participate in and maintain an on-call roster for the service desk to provide after business hours coverage for priority incidents as required.
- Receives and handles requests for service and incidents in periods of degraded service or staffing levels, following agreed procedures ensuring record hygiene is maintained within KPI thresholds.
- Identify and deliver continual service improvement initiatives.
- Implement and monitor the continual maintenance and update knowledge base and work instruction documentation.
- Monitor customer feedback and foster a commitment to delivering high levels of customer service within the team.
- Adhere to all company policies and procedures.
- Role modelling and demonstrating our values.
- Adhere to the Risk management policy, framework, and processes.
- Manage recruitment and staff rostering for Service Desk Analyst team.
Essential Skills
- Strong understanding of IT service management / ITIL.
- Strong understanding of the need for compliance with process and procedure in addition to the concept of continuous improvement.
- Effective communication skills (verbal, written, documentation), and well developed customer service skills
- Methodical diagnostic and trouble shooting skills with an ability to follow logical diagnostic models.
Qualifications and Experience
- ITIL v4 Foundation or equivalent experience in an ITIL aligned environment
- 2+ years suitable experience in an enterprise environment providing ICT Support
- Prior experience managing people and working with ServiceNow highly regarded
Employee Benefits
- Great remuneration, awesome team, wellbeing initiative
- Long term career potential
- Paid parental leave and great discounts with selected retailers
- An Employee Assistance Program, which incorporates a tailored wellbeing initiative
Our Commitment
Programmed and PERSOLKELLY supports a workplace culture of zero harm and encourages this in all that we do.
Programmed and PERSOLKELLY strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.
To learn more about working with Programmed and PERSOLKELLY, we encourage you to visit our website.
