About the Role
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.
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.
Responsibilities
- Be a SPOC for all escalated IT issues for the support services team.
- Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
- Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
- Mentoring new joiners in the team and providing operational and functional training.
- Managing IT Asset inventory.
- Lead on process improvements and manage the team to implement Global/Local programs.
- Host weekly IT meeting for deskside team and presenting to Manager IT.
- Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
- Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
- Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
- Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
- Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
- Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
- Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.
Qualifications
- 5 - 8 years relevant work experience.
- Microsoft certification is a plus.
- Good project management Skills.
- Medical technology/manufacturing IT experience is a plus.
- ITIL v3 experience is a plus.
- Bachelor Degree is preferred.
- Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
- Strong analytical and organizational skills.
- Strong communication and customer service skills.
- Driven to continually build knowledge and skills.
Required Skills
- Build relationships with peers, stakeholders, and customers.
- Become familiar with technology platforms and systems.
- Become familiar with the IT organization as to be built out of the ITO program.
- Ensure that support requests are captured in the ticketing system.
- Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.
Preferred Skills
- Become a respected and trusted IT support services expert.
- Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s.
- Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
- Lead regional and/or global projects as per the organization strategy.
- Work in line with globally defined and available support services related processes and procedures.
Top Skills
What We Do
-Who We Are
systemsGo was started in 1998 because we believed there was a better way to address the special IT needs of Tokyo businesses, and starting in 2008 we began our expansion into other locations in Asia including Hong Kong, Shanghai, Singapore, Beijing, Sydney, Taiwan, New Delhi and Seoul. We saw partnership and process as the keys. We would work side-by-side with our clients to help reduce costs and improve efficiency.
To date, we’ve shared our expertise with hundreds of companies. They come to us because we find the best engineers and project managers. We train our people to use their experience and creativity to assess an IT system and make it better. And we ensure our own accountability through an online tracking system that gives our clients 24×7 access to every move we make on their behalf.
-Mission Statement
We listen to our clients to understand their business needs. We design and deliver solutions from our range of professional services, creating value to benefit all stakeholders. To achieve this we combine an enriching and satisfying employment environment with a culture of customer service excellence and an unwavering pursuit of quality through devoted adherence to process and continuous improvement.
-Our Core Principles
Customer Service Excellence
Enriching Employment Environment
Unwavering Pursuit of Quality
-Locations
Australia | Greater China | India | Japan | Singapore | South Korea
