End User Services Technical Lead

Date: 03-Nov-2021

Location: Sydney, Australia

Company: Canon

  • Genuine investment in your training and development
  • Be a part of a growth story and invest in your long-term future
  • Collaborative team culture


About us

Canon Business Services ANZ, which combines the 25 years of world-class business process outsourcing of Converga and the leading-edge business technology solutions from Harbour IT. Our solutions are backed by the Canon Group, enabling us to leverage the network and capabilities of one of the world’s largest companies.


About the Role

The Technical Lead is primarily responsible for providing Level 1 & Level 2 (Service Desk & Desktop Management) to end users. The role encompasses coaching team of Service Desk Engineers to achieve deliverables while promoting strong culture of customer service & satisfaction. This role will be second-in-command to the Service Desk Manager – End User Services

       The Technical Lead - End User Services should be organised, self-motivated & good communicator
with high customer orientation


Main Duties

  • Provide technical guidance and assistance to the team, help them achieve performance goals & improvements
  • Ensure that the End User Services team is fully equipped as back up and handle client technical queries in your absence 
  • Assist the EUS Service Desk Manager in day to day operations such as queue management, ticket jeopardy, team rostering and escalations etc. as well as improve processes/systems
  • Ensure high levels of customer satisfaction and learn from any negative feedback for improvement
  • Identify trends in incidents and problems and work on solutions that will have most impact
  • Manage Customer escalations & address root cause of issues
  • Ensure that an effective escalation process exists within and outside the team
  • Ensure incident management process is in line with what is required to successfully support our clients
  • Ensure service request fulfilment processes are able to meet each of the individual customers’ needs
  • Ensure knowledge articles and process documents (internal and customer related) are up to date in the respective repositories
  • Ensure processes and systems are aligned with best practice frameworks such as ITIL
  • Ensure all staff are properly inducted and trained – technical, customer service, phone queues, process and system usage and on specific customer environments


Key Requirements

  • Preferably 5+ years IT experience with at least 4 years in IT Service Management
  • Preferably 3+ years working in an ITIL environment
  • Bachelor’s Degree or equivalent combination of education or work experience
  • Strong troubleshooting and technical aptitude and skills
  • Excellent verbal and written communication skills. Ability to communicate to all levels of management (up to the exec level) as part of this role.
  • Well organized and good with time management
  • Strong technical and mentoring abilities
  • Experience in ITSM toolsets (Service Now, Remedy, Freshservice, ManageEngine etc.)
  • Experience in Microsoft Windows 10, Exchange and Server or equivalent
  • Experience in Microsoft Office Suites (O365, 2010, 2019 etc.)
  • Experience in Microsoft Active Directory (ADDS, DNS, DHCP, ADFS etc.)
  • Experience in installing PC, Monitors, Software and Printers (including configuration)
  • Experience in Kaseya, SCCM and Intune
  • Experience in SOE and Patch Management
  • Experience in fault resolution of hardware including but not restricted to Servers, Switches, PCs, Network Devices, Printers and Printer Servers;
  • Experience in running and producing operational reports
  • Basic Experience in Scripting and Powershell
  • ITIL Certification desired
  • Certifications desired (CCNA, CWNA, MCSA, MCSE or equivalent)


In return you will get the chance to work for a multinational company, with a real opportunity to take your skills to the next level. We look after you with training and development, progression and promotion, recognition, and reward and you’ll have all the tools and support you need to grow, to bring your ideas to life and achieve your successes.


If this sounds like you, apply today!


We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.


As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.


Looking to join this diverse team? Apply online now.


Successful applicants will be notified of next steps.