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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Desktop Support Manager |
| Position Code: | 7400 | | Career Level: | 5 |
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Responsible for
Managing and coordinating all aspects of Desktop Support (2nd level) to end users. |
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Reports To
IT Support Manager, Senior Manager - IT Services/Infrastructure. |
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Supervises
Desktop Support Analysts. |
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Main Activities
Providing a rapid and efficient resolution service to users with escalated Desktop technical issues.
Ensuring faults are either rectified within a specified timeframe or escalated to Network Engineers.
Ensuring escalation procedures from Helpdesk are communicated and followed.
Ensuring that desktop performance and reliability is maintained within agreed service levels.
Managing the resources of the Desktop Support group.
Managing the recruitment of new employees and the professional development of existing employees.
Fostering and implementing process improvement methodologies to continually enhance desktop support performance.
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Key Skills
Well developed management skills in planning and scheduling, together with the ability to lead and motivate a team of specialist staff.
Experienced in all aspects of IT Support.
Strong knowledge of the organisation's existing IT infrastructure, operating systems and software.
Knowledge of proposed changes to existing technical environment.
Experience in process improvement methodologies.
Exceptional customer service focus.
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Internal Contacts
Users, Helpdesk, Network Engineers |
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External Contacts
Suppliers and Vendors. |
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Typical Experience
At least 7 years of experience in IT, with 3 - 5 years of IT Management experience, preferably in a large corporate environment coupled with relevant tertiary qualifications. |
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