About the Role /n 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. /n /n The role requires strong communication, customer service and analytical skills. This role will also require the resource to be a single point of contact (SPOC) for all escalated IT issues for the support services team. /n /n /n Responsibilities /n /n

- 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 workplace.

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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.

/n /n /n /n Qualifications /n /n

- 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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- Solid 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.

/n /n /n /n Required Skills /n /n

- 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 environment and articulate additional training and education needs as demanded by the local environment.

/n /n /n /n Preferred Skills /n /n

- 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 (Sydney)
🏢 systemsGo
📍 Sydney