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Helpdesk Team Leader

Autism Spectrum Australia
  • Maximum term 2 year contract
  • Hybrid work model 
  • Excellent tax effective PBI salary packaging benefits
  • Based in Chatswood, NSW from August 2022 (currently in Frenchs Forest)

Aspect is committed to providing an autism friendly workplace and supporting an inclusive and diverse workforce. It is through this commitment that we encourage and welcome applicants from all backgrounds to apply.

About the role: 

Are you a natural born problem solver?  Do you love managing and improving helpdesk operations? We are looking for an outstanding Helpdesk Team Leader to manage Aspect’s helpdesk team, including the monitoring and managing of support systems. 

To view the full position profile, please click here.

Key Responsibilities: 

This is a critical role within the Information Technology team and is primarily focused on 

  • Providing technical support and leadership/mentorship to the Helpdesk team  
  • Monitoring all requests/problems/incidents/complaints reported to the Helpdesk
  • Resolving requests, problems, incidents and complaints in an effective and timely manner
  • Producing reports and analysis on a monthly and ad-hoc basis, particularly on team performance against Service Level Targets (SLTs)
  • Assisting the IT Manager in the development of plans and projects to meet Aspect’s strategic goals
  • Providing technical support for hardware, software, communications and networking equipment at 1st and 2nd level
  • Managing all support requests to resolution, including internal and external escalations where necessary
  • Managing and continuously improve processes with the aim to achieve best practice 
  • Ensuring the Helpdesk team meet their Service Level Targets in 98% of requests

Skills, experience and qualifications:

  • Industry Based Certifications (MCP, A+, Network+, Security+ etc.)
  • Driver’s License
  • 2+ years’ experience managing a helpdesk team
  • Excellent Communication skills
  • High Level of Customer Service skills
  • Experience providing level 1 and 2 support
  • Experience supporting Windows servers/desktops, Active Directory, Microsoft Exchange, Microsoft Office, Microsoft SQL
  • Experience with virtualized environments
  • Strong Troubleshooting skills
  • Working with Children Check or equivalent state clearance

A National Police Check clearance is a requirement and Aspect will arrange this.  

What we offer: 

A competitive package will be based on relevant qualifications and experience. As a Public Benevolent Institution (PBI), Aspect employees receive tax-effective salary packaging opportunities including $15,899 each year tax free, increasing the value of your take-home pay. Click here for a summary of some of the benefits you can access when working at Aspect.

To apply: 

Please include your resume and complete the candidate questionnaire as part of Aspect's online recruitment process. Cover letter is optional.

Aboriginal and Torres Strait Islander people are encouraged to apply.

COVID-19 Vaccination is a condition of employment for all staff in Autism Spectrum Australia (Aspect). For some roles, covered by Public Health Orders, the requirement is for staff to have two doses and the additional COVID-19 Booster. As part of the recruitment/interview process Aspect is collecting information related to your vaccination status to ensure we are in compliance with all government orders and directives.  

Enquiries should be directed to: James Irving, IT Manager on 02 8977 8123.

More information about Aspect: www.autismspectrum.org.au.

Autism Spectrum Australia (Aspect) is committed to providing an environment free from abuse, neglect and exploitation of the people we support.

How to apply

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