Service Desk Team Leader

7 months ago

Ballarat, Australia Kyndryl Full time

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role
- Job Description
- The DWS Team Leader assists the Delivery Manager with inbound and outbound service activities designed to ensure that the team meets established performance criteria and that requests are handled according to established performance standards for quality, productivity and customer satisfaction. They provide daily team guidance and training, assist in strategy development, assist in setting and achieving operational objectives, and track and report service performance. They handle escalated and more complex customer service issues. They are responsible for leading, motivating and managing their team of customer service professionals. They ensure that the team is cross-trained/multi-skilled and proactive customer focused. In addition, they continually strive to improve the CRM processes and motivate their team members to do the same. They have impact on strategic financial results within their area of responsibility. Focuses on Individual/Team Objectives and Developing Professional Effectiveness. Skills:

- Environment:

- Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.
- Communication/Negotiation:

- Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.
- Problem Solving:

- Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.
- Contribution/Leadership:

- Works on professional projects;work is often reviewed for developmental purposes. Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.
- Impact on Business/Scope:
- satisfaction, or impact immediate costs or expenses.Who You Are
- Job Qualifications
- You’re good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you’re open and borderless - naturally inclusive in how you work with others.
- Required Skills and Experience- Knowledge of Windows, Mac, or Linux operating systems
- Support help desk knowledge
- Troubleshooting and problem-solving skills
- Customer support knowledge
- Active listener with flexibility to modify approach and adapt to customer needs

Preferred Skills and Experience- Experience working with Windows, Mac, or Linux operating systems
- Troubleshooting and problem-solving expertise
- Support help desk experience
- Customer support experience
- Experience modifying approaches and adapting to customer needs

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

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