Help Desk Lead – Software

Role Reference RM-HDL-SEP-19

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Help Desk Lead – Software

Posted September 12, 2019

Role Reference RM-HDL-SEP-19
  • Market-Leading Enterprise Software Solution
  • Permanent Career Role
  • Melbourne CBD Location

ResearchMaster, a wholly-owned subsidiary of Database Consultants Australia (DCA), is Australasia’s largest provider of innovative research management software solutions and services.

We currently require an experienced Help Desk Lead to manage the day to day Help Desk operations, including the triage and resolution of Helpdesk issues.

Your duties include:

  • Manage the day to day operations of the Help Desk, ensuring issues are resolved within the Service and Licence Agreements.
  • Maintain Help Desk service levels for the agreed business hours, coordinating team schedules to ensure coverage availability.
  • Where request by the project team, facilitate the delivery project tasks by the Help Desk team members
  • Ensure that issues have been escalated to the appropriate person and that all the relevant information has been provided
  • Ensure that all issue and knowledge management systems and related documentation are kept up to date
  • Champion service excellence to ensure KPIs are achieved and exceeded
  • Quality assurance of work undertaken by Help Desk team
  • Continually seek to improve professional work practices, processes, strategies, tools and techniques to boost work productivity and effectiveness

Proven Help Desk experience supporting software applications and/or hosted environments will enhance your success in this role. Previous Oracle database experience will be highly regarded.

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.

To find out more about this exciting permanent career opportunity, contact Peter Dannock on 03 9320 9077.

To apply, please  fill in the form below or send a cover letter addressing the above criteria and a current version of your resume to, quoting reference number RM-HDL-SEP-19.

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