Service Desk/Help Desk Lead

Role Reference RMPL-HDL-JULY-19

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Service Desk/Help Desk Lead

Posted July 16, 2019

Role Reference RMPL-HDL-JULY-19
  • Market-Leading Enterprise Software Solution
  • Permanent Career Role
  • Melbourne CBD Location
  • Package Circa $90K dependent on experience

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 Service Desk/Help Desk Lead to manage the day to day Service Desk operations, including the triage and resolution of Helpdesk issues.

Your duties include:

  • Manage the day to day operations of the Service/Help Desk, ensuring issues are resolved within the Service and Licence Agreements with customers
  • Maintain Service/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 Service/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 Service/Help Desk team
  • Continually seek to improve professional work practices, processes, strategies, tools and techniques to boost work productivity and effectiveness

Proven Service/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.

To find out more about this exciting career opportunity contact Peter Dannock on 03 9320 9077. To apply, please send a current version of your resume to by no later than 29 July 2019 quoting reference number RMPL-HDL-JULY-19.

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