End User Support Customer - Team Leader

End User Support Customer - Team Leader
Datacom, Australia

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jul 29, 2021
Last Date
Aug 29, 2021
Location(s)

Job Description

Our purpose

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in


About the Role

As an End User Services Lead, you will be responsible leading a team of end user services engineers within the IT Outsourcing group to ensure best practice support methodology is practiced, technical experience leveraged and customer outcomes are delivered driving high levels of customer satisfaction. The End User Services Customer Lead is expected to manage the day-to-day customer related operations of the Onsite End User Services Support group.

Please note that to be eligible for this role, you must be an AU Citizen or Permanent Resident.


What you’ll do

As End User Services Lead, you will be accountable for, but not limited to:

  • This role will be the single point of contact for all EUS related issues and escalations for all stakeholders
  • Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties
  • emerging relevant technologies and the possible application of these technologies to the client base and Datacom.
  • Assist in Problem Management when required delegating as appropriate.
  • Support the Service Delivery community in Continual Service Improvement Initiatives
  • Manage call management system queues to ensure tickets are assigned and
  • Mentor and coach staff members on customer related issues Promote a positive culture within the team
  • Ensure operational performance of the team delivers a high level of customer satisfaction.
  • Demonstrate a strong managerial and leadership style.
  • Ensure staff are clear on expectations and performance requirements.
  • Ensure the Operations Manager (EUS) is aware of noncompliance issues and performance anomalies.
  • Ensure all staffs adherence to the breached call reporting policy
  • Track and record expenses for EUS team staff members
  • Ensure staff enter timesheets in line with Datacom process

What you’ll bring

To be successful in this role, you will have demonstrated working technical knowledge of the following:

  • Hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio-visual equipment BYOD and mobility
  • Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance
  • Desktop and software applications i.e. Operating Systems (Windows 7 through 10 and), Microsoft Office 2007 through 365, Antivirus software and systems
  • Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and done SOE creation and maintenance.
  • You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management.


About us

We have over 6,500 people across our global offices and generate an annual revenue of over NZ $1.2 billion annually. This makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients and Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds to serve those clients. We are local at heart, yet world-class in capability

Job Specification

Job Rewards and Benefits

Datacom

Information Technology and Services - Wellington, New Zealand
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