ICT Service Desk, Lead

Northeast Auto Group; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary package

Job summary

Northeast Auto Group in Australia is seeking an ICT Service Desk Lead to provide advanced technical support, resolve complex ICT issues, and ensure service requests are delivered efficiently.

This role serves as an escalation point for technical matters, supports ICT projects, mentors service desk staff, and partners with vendors to coordinate resolutions. Strong focus on customer service and practical problem solving.

Qualifications

• Experience in a Service Desk or ICT support environment.
• Strong knowledge of Microsoft technologies including 365, Windows, Azure and AD.
• Experience with ticketing systems and ITSM processes.
• Excellent troubleshooting, analytical and communication skills.

Responsibilities

• Provide technical support across ICT systems and technologies.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Manage incidents, service requests and escalations within SLAs.
• Support and maintain Microsoft 365, Active Directory, Azure, and endpoints.
• Assist with ICT deployments, upgrades and projects.
• Develop and maintain technical documentation and support procedures.
• Collaborate with stakeholders to understand business requirements and deliver ICT solutions.
• Mentor Service Desk staff and liaise with vendors to coordinate resolutions.

Skills

Microsoft 365

Azure

Active Directory

Windows environments

ITSM processes

Service desk

Customer service

Tools

ServiceNow

Job description

This is an excellent opportunity for an experienced IT professional who thrives on delivering exceptional customer service while solving complex problems.

About The Role

As an ICT Service Desk Lead, you will be responsible for providing advanced technical support, resolving complex ICT issues, and ensuring service requests are delivered efficiently and effectively.

You will act as an escalation point for technical matters, contribute to ICT projects and system enhancements, and support the ongoing development of service delivery processes. This is an ideal opportunity for someone who enjoys troubleshooting, building relationships, and making a tangible impact through technology.

Key Responsibilities

• Provide technical support across a range of ICT systems and technologies.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Manage and prioritise incidents, service requests, and escalations within agreed service levels.
• Support and maintain Microsoft 365, Active Directory, Azure, and endpoint technologies.
• Assist with ICT infrastructure, system upgrades, deployments, and technology projects.
• Develop and maintain technical documentation and support procedures.
• Work closely with stakeholders to understand business requirements and deliver effective ICT solutions.
• Provide mentoring and technical guidance to Service Desk team members as required.
• Liaise with external vendors and service providers to coordinate support and issue resolution.

About You

• Experience working in a Service Desk, ICT Support, Systems Administration, or similar technical support environment.
• Strong knowledge of Microsoft technologies, including Microsoft 365, Windows environments, Azure, and Active Directory.
• Experience with ticketing systems and IT service management processes.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• A customer-focused mindset and commitment to delivering exceptional service.
• The ability to manage competing priorities in a fast-paced environment.
• A collaborative approach and willingness to share knowledge with others.

Why Join Northeast Auto Group?

• Join a growing and successful Australian automotive group
• Take ownership of ICT across a diverse and expanding business
• Work with a supportive and collaborative team
• Opportunity to make a real impact on technology and business operations
• Career growth and development opportunities
• Competitive salary package

About Us

Established in 1978, the Northeast Auto Group is a national award-winning automotive retail and service organisation employing 600 people in South Australia, Victoria, Queensland, New South Wales and Northern Territory.

We deliver a complete customer experience through multiple business units to provide the highest quality of service and innovative solutions. Our group of companies include Light and Heavy vehicle dealerships, Engineering and Manufacturing division, Agricultural and Construction Equipment Solutions partnering with renowned and reputable OEM brands across the nation.

We are a high-performance business. Our success is built on hard work and skillfulness. We employ the best, and we invest in our people to make sure their knowledge is second-to-none. We go the extra mile, and we will always deliver.

• Please note that as part of the recruitment process you may be requested to undertake various pre-employment checks, such as a Right to Work in Australia Check, National Criminal Police Check or a Pre-Employment Medical.

Northeast Auto Group is an Equal Opportunity Employer and welcomes applications from a diverse range of backgrounds to apply for our positions. Northeast Auto Group is committed to creating an inclusive work environment for all employees.

In order to maintain a safe work environment and comply with legal regulations Northeast East Auto Group conducts random drug and alcohol testing as part of its employment policies.

Respectfully, no agencies please.