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Service Desk Team Leader - Sydney

Employment Type:  Permanent (Full Time)
Business Area:  People, Technology & Transformation
Division:  Information Technology

Sydney, New South Wales, AU

A shared passion for our people.

Our people can be proud that, as a leading international agribusiness, we provide an increasingly important service across the food supply chain.

About our team

The world is growing at an unprecedented rate. As the population climbs, food demand will surge. With operations in grains and oilseeds in Australia, Canada, China, India, New Zealand, Singapore, UK and Ukraine, GrainCorp is an accomplished and diverse business partner operating at scale in a vital industry.

And our people are central members of an international taskforce steeping up to meet that challenge.

About the role

We are seeking a customer focussed Service Desk Team Leader to join our busy and dynamic Service Desk team in a permanent capacity. 

The IT Service Delivery team provides a blend of remedial support across a variety of systems and applications, processes access requests, procurement and asset assignment to GrainCrop customers across multiple international locations. The Service Desk is responsible for incident triaging, resolution and escalation of allocated incidents to resolver groups efficiently and correctly.

This role will see you lead a busy team of 7 Service Desk and Desktop support specialists where you will be responsible for ensuring the timely resolution of all incidents, tasks and user escalations with clear, relevant and timely updates.  

Other key responsibilities include:

  • Queue management
  • Roster and Leave scheduling
  • ServiceNow administration and enhancements
  • Participate in one-to-one meetings with team members to ensure that everyone is tracking to values and agreed KPI’s 
  • Create, maintain and evolve monthly reporting on the team’s performance and utilisation of business assets
  • Assist Service Desk team with call queue as and when required

About your experience

To be successful in this role you will have proven experience working as a Team Leader in a similar Service Desk environment - ideally within a large company with 2000+ head count. You will have significant experience in supporting a Microsoft based environment with a practical knowledge of Enterprise Service Desk and Desktop technologies (O365, Citrix, mobile devices, Intune) and solid troubleshooting skills. 

A strong communicator, you will be confident in dealing with senior stakeholders and have a strong track record in delivering excellent customer service in a corporate environment. It is imperative that you have the ability to prioritise support tasks and monitor outstanding issues and are able to work effectively under pressure. 

We are also looking for a successful candidate to be able to demonstrate the following;

  • Tertiary qualifications in IT or business related discipline 
  • Advanced ITIL V3 or V4 and Service Desk best practice
  • Experience using and configuring processes within an IT System Management tool such as ServiceNow
  • Good understanding of PC hardware set-up and configuration highly desirable
  • MCP certification would be highly desirable
  • ITIL Foundation
  • Advanced Understanding of Windows 10 and MS Office 365 products
  • Sound knowledge of LAN/WAN technologies
  • Ability to troubleshoot TCP/IP networking issues
  • A leadership accreditation would be highly desirable

Progressed candidates will be required to provide proof of working rights and suitable professional referees.

Do you share our passion for contributing to the success of a diverse, international team?

At GrainCorp, we value and respect the different perspectives and experiences our people bring to work each day. We aim to increase the diversity of our workforce – leading to a range of different thinking, perspectives and ideas that create the innovation we need to drive better business results. We aim to have a work environment where everyone feels included and everyone can realise their full potential.