Service Desk

3 weeks ago

Sydney, Australia Yum! Brands Full time

Fun, rewarding, people-first culture
- Lead our IT Service Desk team (Lvl 1 & 2)
- Flexible, hybrid working environment

KFC is about more than just our delicious finger lickin’ chicken Our people are our number one priority. We strive to enable every person in our business to be their best self, make a difference and have fun

As **Service Desk & Incident Manager** you’ll support our IT Service Delivery Manager to lead our Lvl 1 & Lvl 2 Restaurant Technology Support team, and act as an escalation point with front-line support issues.

**About you**
- A passionate people leader and coach
- Service delivery and stakeholder management comes naturally to you.
- A proactive, self-starter that is solutions focused.
- You’re able to prioritise, striking a balance between critical tasks and high-impact, quick wins.
- You’ll have a demonstrated experience dealing with technical incidents and escalations.
- Demonstrated experience as a team leader within a service desk environment.
- Previous experience with restaurant technology solutions (e.g. POS, digital signage) is highly regarded, but not essential
- You’ll live and breathe our people first, heart led culture

**A day in the life of your new role**
- Leading and managing the Service Desks delivery capability, including operational readiness, team management, resource allocation, staff development and communication and delivery KPI’s.
- Ensure business outcomes are achieved in a professional, efficient, and effective manner, with a strong focus on the restoration of services.
- Empower the Service Desk Team to deliver exceptional customer service while being the first escalation point for the business/franchisees.
- Ensure all assigned tickets are addressed and processed as per the agreed SLA’s.
- Measure service desk performance and collate reports.
- L1 and L2 support coverage, seven days a week, from 0800Hrs to 2300Hrs across an organised roster.
- Proactively monitor the workload of the Service Desk to ensure the provision of an effective IT Support service that includes Incident, Major Incident and Problem Management.
- IT polices and processes are followed by all members of the team.
- Ownership of ticket resolution and assigned in a timely manner.
- Manage communication with the business, franchisees and 3rd party vendors as required.
- Ensure the team has the right tools for success.
- Liaise with & coordinate with suppliers for purchasing, repairs & maintenance.
- Identify and analyse ticket trends with a focus on reducing incident ticket rates.
- Coaching and development of the IT Service Desk team to ensure all employees are supported with their growth in role, goal setting and career planning.
- Drive improvement of processes within the IT Service Desk team as it relates to team operations and rhythm.
- Work with our restaurants to listen and develop improvements which can be scaled across the market to improve operations.

**Why you’ll love working with us**
- Signature career development and leadership programs
- Corporate KFC Culture Club initiatives
- Flexible work initiatives, including half-day Fridays
- Additional day of leave each year to focus on your Wellbeing
- Salary continuance cover
- Monthly mobile phone and home internet contributions
- Free onsite secure parking at Frenchs Forest
- Employee discounts at KFC restaurants, local gyms, and health insurance

**Ready to join KFC?**

**KFC Australia is continuing to hire with blended virtual interviewing and on-boarding due to COVID-19. All new and existing employees continue to have the choice to work from our Frenchs Forest head office or from home**.

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