Service Desk Lead

6 months ago

Sydney, Australia humm Full time

**hummgroup (ASX-HUM) **is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What’s so exciting about this role?**

Sitting in the Product Platforms team, the role of Service Desk Lead will be offered as Permanent opportunity. This role will be the single point of contact and be the all-important communication conduit between the Service Desk and the Business

**What Does an Average Day Look Like?**
- Maintain and nurture business and partner relationships through effective communication with stakeholders.
- Manage Service Desk resources and provide guidance and direction in the execution of their duties.
- Ensure the Service Desk is the central point of contact for users and becoming the escalation point for all user support and/or request issues.
- Incidents and requests are recorded within the ITSM tool with the appropriate data quality and regular notes added by the Service Desk team.
- Agreed service levels for the Service Desk and desktop met and regularly reported.
- Liaise & coordinate with suppliers for purchasing, repairs & maintenance in a timely manner and within budget.
- Managing the recruitment of new employees and the professional development of existing employees
- Drive service desk project requirements and undertake service desk projects.
- Liaise and contribute to operational readiness in projects by ensuring handover requirements of new systems and services, staff training and ITSM processes and systems have been delivered accordingly.
- Effectively manage Software and hardware asset management and control
- Service Desk processes and systems are aligned to the ITIL framework and continually enhanced ensuring a high quality of service to **hummgroup** users.
- Ensure Service Desk processes and systems meet **hummgroup** security policies and standards.
- Audit findings are mitigated and delivered to audit requirements.

**Who will thrive in this role?**

Someone who believes in the strength of good relationships. You are flexible, driven, and passionate about customers; you can operate in and contribute to a fast paced and dynamic environment, and you bring excellent multi-tasking skills and a focus on delivering outcomes. You will also have:

- Well-developed management skills in planning and scheduling, together with the ability to lead and motivate a team of specialist staff.
- Experienced in all aspects of IT Support.
- Strong understanding of technical issue resolution workflow and systems.
- Knowledge of proposed changes to existing technical environment.
- Experience in process improvement methodologies.
- Exceptional customer service focus
- Strong communication and interpersonal skills with the ability to build collaborative relationships across teams and vendors.

**humm group** is proud to be an equal opportunity employer. We adopt and encourage diversity through an open and inclusive culture that values and respects all our employees, customers and communities in which we live, work and are a part of.

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