Service Desk Team Leader

3 weeks ago

Frenchs Forest, Australia Direct Group Full time

Direct Group is one of Australia’s leading direct to consumer retailers, selling products throughout Australia and New Zealand via two brands, TVSN and Innovations.

Our people are the heart and soul of our business, and we are looking for a **Service Desk Team Leader** to join our IT Team. You will be a point of technical advice for the Service Desk team, managing escalated queries, prioritising calls and ensuring timely resolutions, continually looking to improve service provision and efficiency, whilst supervising and mentoring the team

This role is office based at **Frenchs Forest.**

**What you can expect to do**:

- Day to day management of the help desk and a small team
- Manage the ticket flows and escalation resources
- Be the technical team lead and escalation point for the team
- Participate with the help desk team in supporting calls and logging their priority
- Leading the team, coaching, running team meetings, performance reviews
- Access account management, creation, modifications, deletion
- End user compute management, PC moves, adds, changes, mobile device management
- Assist IT operations team with backup system procedures
- Actively looking for any security issues across the desktop environment
- Liaising with each business unit regarding continual service improvement for desktop, phone, and end user compute requirements

**What you’ll bring to the role**:

- Excellent customer service and people skills
- Attention to detail with excellent documentation skills
- Problem solving skills
- Demonstrated knowledge of computer hardware and troubleshooting methodologies
- Previous experience in a customer service/customer facing position
- Outstanding communication skills - written and verbal communication
- An all-round great team player
- 3 years commercial experience

**Why you'll love working with us**:

- Excellent product discounts across TVSN and Innovations
- Staff discounts online
- On-site café
- Free on-site parking
- Social club
- Free membership to SONDER health and wellbeing for you and your family
- Discounted gym membership
- Recruitment referral incentives for permanent and casual placements

Join us and become part of a fun team who love what we do

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