Service Delivery Supervisor

Our client provides industry-leading fibre optic products and services across the globe. Founded in 1984 with a single fibre optic cable, they now manufacture over two thousand products, employ over 5,000 associates, and consistently generate annual sales in excess of a billion dollars in revenue.  Employing over 140 staff in Oceana, they have offices in each major capital city and operate two optical fibre manufacturing facilities, providing fibre optic solutions to the Service Provider, Hyperscale, Energy, Enterprise and Industrial markets.   

As the Service Deliver Supervisor your role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end-user help requests within established SLAs.

Reporting to a consultative manager whose priority is to empower and develop, you will:

• Oversee technical support across the company in person or over the phone. Triage IT support incidents, resolve and/or transfer to the appropriate group 
  


• Effectively manage and improve Service Desk Delivery
  


• Help maintain and implement company standards, across IT
  


• Evaluate documented resolutions and analyse trends for ways to prevent future problems
  


• Assist in software releases and roll-outs according to Change Management best practices
  


• Record, track and document the service desk request problem-solving processes
  


• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
  


• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  


• Install anti-virus software and ensure virus definitions are up-to-date
  


• Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals
  


• Manage and develop third-party companies/partnerships such as Crossfuze
  
  

Requirements

To be successful in this role you will present with:

• Tertiary Qualifications in the field of computer science or 5 -7 years experience as an IT Generalist
  


• Knowledge of advanced computer hardware
  


• Network experience to include Firewall, switch, routers and wireless
  


• Experience with desktop and server operating systems, including Microsoft and Linux
  


• Application support experience with Microsoft suite of products
  


• Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM
  


• Experience working in an ITIL-driven environment 
  


• Excellent written and oral communication, and interpersonal skills
  


• Ability to present ideas in user-friendly, business-friendly, and technical language
  


• Proven analytical, troubleshooting and problem-solving abilities
  


• Experience working in a team-oriented, collaborative environment
  

Benefits

• Top-up Parental Leave payments for primary care provider 
  


• Birthday Leave 
  


• Up to five days paid study leave for professional development 
  


• Up to five days paid Community Service leave