Job Description

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. /n
- Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests. /n
- Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments. /n
- Mentoring new joiners in the team and providing operational and functional training. /n
- Managing IT Asset inventory. /n
- Lead on process improvements and manage the team to implement Global/Local programs. /n
- Host weekly IT meeting for deskside team and presenting to Manager IT. /n
- Creation and modification of user information, DL, Security groups etc. in Microsoft AD setting. /n
- Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc. /n
- Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA. /n
- Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes. /n
- Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts. /n




- Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs. /n
- 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. /n
- Microsoft certification is a plus. /n
- Good project management Skills. /n
- Medical technology/manufacturing IT experience is a plus. /n
- ITIL v3 experience is a plus. /n
- Bachelor Degree is preferred. /n
- Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications. /n
- Strong analytical and organizational skills. /n
- Strong communication and customer service skills. /n
- Driven to continually build knowledge and skills. /n /n /n /n Required Skills /n /n
- Build relationships with peers, stakeholders, and customers. /n
- Become familiar with technology platforms and systems. /n
- Become familiar with the IT organization as to be built out of the ITO program. /n
- Ensure that support requests are captured in the ticketing system. /n
- 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. /n
- Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s. /n
- Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies. /n
- Lead regional and/or global projects as per the organization strategy. /n
- Work in line with globally defined and available support services related processes and procedures. /n

📌 IT Helpdesk Team Leader (Sydney)
🏢 systemsGo
📍 Sydney