Job Description
About the Role
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We're hiring a Team Leader to join our client's Sydney office! Our client is a global leader in medical equipment manufacturing, dedicated to advancing healthcare through innovation and excellence.
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Responsibilities
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Be a SPOC for all escalated IT issues for the support services team.
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Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
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Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
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Mentoring new joiners in the team and providing operational and functional training.
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Managing IT Asset inventory.
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Lead on process improvements and manage the team to implement Global/Local programs.
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Host weekly IT meeting for deskside team and presenting to Manager IT.
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Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
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Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
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Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
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Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
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Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
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Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
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Write technical specifications, instructions, Knowledge base articles,



and validation documents for end users and IT processes.
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Qualifications
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5 - 8 years relevant work experience.
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Microsoft certification is a plus.
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Good project management Skills.
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Medical
technology/manufacturing
IT experience is a plus.
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ITIL v3 experience is a plus.
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Bachelor Degree is preferred.
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Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
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Strong analytical and organizational skills.
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Strong communication and customer service skills.
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Driven to continually build knowledge and skills.
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Required Skills
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Build relationships with peers, stakeholders, and customers.
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Become familiar with technology platforms and systems.
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Become familiar with the IT organization as to be built out of the ITO program.
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Ensure that support requests are captured in the ticketing system.
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Have a clear understanding of the local IT workplace and articulate additional training and education needs as demanded by the local environment.
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Preferred Skills
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Become a respected and trusted IT support services expert.
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Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA's.
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Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
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Lead regional and/or global projects as per the organization strategy.
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Work in line with globally defined and available support services related processes and procedures.
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📌 It Helpdesk Team Leader (New South Wales)
🏢 systemsGo
📍 New South Wales