IT Service Desk

IT Service Desk / Customer Experience Team Lead

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:

An exciting opportunity has arisen for a customer experience lead within our expanding National Service Desk team situated in our Adelaide CBD offices. In this role, you will champion the customer experience, engage regularly with stakeholders, and manage a team of analysts. If you're passionate about delivering exceptional customer experience and thrive in a dynamic environment, this role is for you

You will be involved in our innovative Career Pathways program - coaching, inspiring, and guiding our analysts through their journey, as they launch into a career in IT.

Prior experience in leading dynamic teams within a customer centric environment, with strong engagement skills, is essential. Given the security clearance demands, Australian Citizenship is mandatory.

What this role entails:

- Customer experience assurance through a collaborative approach with our Customer Accounts teams, building positive relationships through the provision of valuable insights, and actively contributing to Continual Service Improvement initiatives and activities.
- High level of engagement with our Service Desk analysts, cultivating a supportive environment through regular One on One’s, providing guidance and coaching to empower individuals to reach their full potential.
- Collaboratively work with the Service Desk Manager to establish, control, and uphold comprehensive documentation of support procedures, processes, and operational guidelines.
- This role is required to support the team, their KPIs, PDP and development, and rostering system, accesses, etc.
- The NOC supports multiple complex customers, ticket systems and technologies, where the Team Leads will attend multiple customer, account, and CAB meetings.
- This role is required to ensure the NOC is fully supported to ensure deliverables are met and the team have adequate support.

Your proficiencies:

- Strong background in Customer Service or Service Desk operations underscored by demonstrated leadership experience.
- A natural aptitude for nurturing individuals, providing coaching, and managing performance to inspire excellence and enhance team engagement.
- Demonstrated skill in fostering positive stakeholder relationships to ensure shared objectives are met.
- An energetic approach to work that thrives on positivity, collaboration and identifying opportunities to improve the customer experience and efficiencies.

Join Our Team: If you are a motivated leader with a passion for delivering exceptional service and driving team success, we want to hear from you Don't miss this opportunity to take the next step in your career and contribute to our dynamic service desk team.

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 celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias. We value our collaborative culture and work together to support a variety of community organisations and social issues.

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