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Service Desk Analyst- Lead

DC - Technical Support | Hybrid in Chennai, Tamil Nadu, India | Full Time

Job Description

ABOUT IDP

IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia.  IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training. 

We are setting out to be the world's leading platform and connected international student community through building tons of new products to put our customers at the heart of everything we do.

For over 50 years our global network of 93 offices has been helping students to achieve their goals through studying abroad. By pursuing a global education at the beginning of their careers, we help them experience life-changing opportunities.  For more than 5,000 employees in more than 50 countries, IDP Education is a specialist employer of choice in major cities across the globe. 

If you share our passion in helping people to pursue their dreams through education and thrive in an innovative agile digital culture then come and join us as we undergo our digital revolution.

Position Purpose

  • The purpose of the role is to ensure the efficiency & effectiveness to support the IDP business users on various Applications, Systems & Services.
  • Functional and disciplinary responsible for managing a dedicated team within the Service Desk.
  • Ensure timely and high-quality delivery of services as well as providing continuous improvements within area of responsibility.
  • To deliver continually improved service to meet customer needs and ensure customer satisfaction.
  • As you will be a part of Major Incident Process, you will be responsible for driving the restoration of our Technology services.
  • Responsibilities include direct management of a team of 4-6 Service Desk Analyst, process, and service improvements.
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work.

Responsibility

I Operational management

  1. Manage a global Service Desk team of individual contributors, delivering customer service for our customers.
  2. Lead L2 Support management operating model and consistent business practices including team readiness to support new product releases or functionality, continue to build and evolve knowledgebase; provide input into Product owners and Development teams to improve customer satisfaction and ensure business continuity.
  3. Lead regular team meetings and 1:1 meeting, communicate team goals and define individual objectives. Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.
  4. Take ownership of critical issues, enlist proper representation from other resolver groups and drive towards resolution.

 II Customer Management

  1. Committed to the delivery of outstanding service to customers.
  2. Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate.
  3. Maintain ownership of customer escalations until final resolution of customer issue.
  4. Work with customers proactively.

III Employee Management

  1. Assist to prepare and deliver employee workplans and development plans.
  2. Plan and communicate performance appraisals, awards, and recognition programs.
  3. Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training, and creation of applicable development plans.
  4. Maintain high departmental morale and is focused on retaining talent.

Essential Requirements

6+ years of overall work experience in IT, Minimum 2 Years of Senior Service Desk Analyst / Lead IT role effectively providing Cloud based Application support / Infrastructure support / Product Support on involving Co-ordination and Interaction with business users via different mode of communication.

  • An IT undergraduate degree from a recognized college or university
  • Ability to manage own time effectively and to be prompt and punctual
  • Experience of working effectively within a team and collaborating with others to achieve a goal
  • Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
  • Drive, self-motivation, and ability to work under own initiative.
  • Strong understanding and working knowledge of Active Directory, exchange mailbox administration.
  • Experience in Supporting Office 365, MS Team, etc.
  • Must be capable of learning complex processes quickly and can learn through independent research.
  • Have excellent written and verbal communication skills in English, influencing and customer management skills.
  • The ability to both takes direction and work independently in a fast-paced environment
  • Strong time management and the ability to manage shifting priorities.
  • Passionate about delivering exceptional customer service.
  • Experience in supporting customers around the globe and willing to work in shift hours
  • Excellent organizational skills with the ability to multi-task.

Desirable Requirements

  • Knowledge of any CRM applications or any Software as a Service (SaaS) applications
  • Working Knowledge in any Service Desk Ticketing Tool, JIRA, and SAP Launchpad Knowledge
  • The ability to prepare end-user and/or technical documentation
  • Knowledge of student placement and English language testing services.
  • Understanding of Network Topology