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Service Desk Team Leader

1 month ago

Adelaide Region SA, Australia ASG Group Full time

IT & TELECOMMS
- ADELAIDE
- PERMANENT / FULL TIME
- I.T. & T

21/8/2023
- Ongoing training and support. Family focussed company
- Own and lead the service desk function / team.
- Adelaide CBD 7.30am.and 10.30am start times rotating.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.

**THE OPPORTUNITY**
We have created a new Service Desk Team Leader position to help support our growing Service Desk team in our Adelaide CBD offices. You will be the face of the NRI National Service Desk with all internal stakeholders and be the point of escalation queries and requests from the Service Desk team. Previous experience in a similar role will be essential. Australian Citizenship is essential due to the level of security clearance required.

**This opportunity**:

- Monitor and manage service support team performance by ensuring objectives are clearly understood
- Assist the Service Desk Manager to develop and maintain effective documentation of support processes, procedures and work instructions
- Assist the team to reach effective resolution of customer service requests, incidents, calls and interactions whilst always maintaining a high level of customer satisfaction
- Be a point of escalation - you will also be a coach and mentor to the support team

**Your technical skills**:

- Call Centre or Service Desk background - Demonstrated experience in a leadership capacity
- Understanding of ITIL - ITIL Foundations Certificate desirable
- Strong stakeholder management skills
- A collaborative approach to work
- Ability to drive engagement
- Experienced in coaching and/or performance management

**Who you are**:

- Full Australian Work Rights and based in Adelaide
- Career focused & determined
- Customer focused & results driven
- Adaptable & thrive in constantly evolving environments
- Excellent presentation, coaching and training skills

**WHO IS NRI?**

We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company.

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.
- Unwavering focus on professional development
- Diverse & challenging project work
- Paid certifications
- Flexibility to juggle what’s important to you with work
- Committed health & wellbeing plan
- Competitive salary packages
- Corporate partnerships

**Additional benefits**
- Option to work remote up to 3 months overseas or 6 months interstate (if your role allows)
- Work Hybrid
- Access to WHEREFIT - exclusive discounts to leading fitness and wellbeing brands
- Free confidential access to Employee Assistance Program
- Salary sacrifice & Novated Leases
- Access Learning & Development opportunities
- 12 weeks paid parental leave

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.

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