Technology Service Desk Team Leader

4 weeks ago

Perth, Western Australia Bunnings Full time
About the Role

We are seeking an experienced Technology Service Desk Team Leader to join our Bunnings Technology Team.

As the Technology Service Desk Team Leader, you will be responsible for leading a high-performing team in the provision of exceptional customer service, encompassing effective assessment, escalation, resolution, and follow-up of all tickets, ensuring service delivery meets or exceeds agreed service levels.

You will also be responsible for monitoring all Bunnings IT operations and incident management activities, efficiently tracking, escalating, communicating, and reporting on them.

Key responsibilities include:

  • Developing a problem database through the documentation of known problems and resolutions, and gathering information to assist with problem resolution.
  • Maintaining a high standard of communication with customers, suppliers, and team members, ensuring all customers receive a high-quality experience during problem identification and resolution.
  • Improving service quality through a constant cycle of monitoring and reporting on service performance, and initiating actions to continuously improve service and productivity.
  • Analyzing, reviewing, and reporting service performance against monthly KPIs.
  • Ensuring high availability of all IT systems and routines through system monitoring and reporting.
About You

We are looking for a people leader and coach with exceptional problem-solving, stakeholder management, relationship building, and communication skills. You will bring your outcome-driven approach to work, combined with excellent organizational, prioritization, and team-building abilities.

Key requirements include:

  • Extensive experience in IT Service Management capabilities.
  • Proven experience leading a high-performing team.
  • Experience in Contact Centre and ticketing platforms, ideally NICE InContact and ServiceNow.
  • Windows, AD, Office, and MySQL skills.
What We Offer

Bunnings strives to ensure everyone is treated fairly and our team is committed to supporting you at any stage of your recruitment journey. We offer a flexible and informal work environment, team discounts, and a range of benefits, including:

  • Flexible work arrangements.
  • Team discounts at Bunnings and other Wesfarmers retailers.
  • Discounts from corporate partners.
  • 12 weeks paid parental leave.
  • Annual flu vaccinations and health checks.

Join us and experience Bunnings from the other side of the counter.

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