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Service Desk Team Lead

2 months ago

Australia MedHealth Group Full time

Job Summary

MedHealth Group is seeking a highly skilled and experienced Service Desk Team Lead to join our team. As a key member of our IT department, you will be responsible for leading and developing a team of service desk agents to provide exceptional technical support to our customers.

Key Responsibilities

  • Lead and develop a team of service desk agents to provide fast, efficient, and capable level of instant service to the business.
  • Work closely with the Customer Experience Manager to ensure seamless communication and collaboration between teams.
  • Ensure all calls are answered within a specified period and provide a first-class triage service through to resolution within agreed SLAs.
  • Document and maintain accurate records of support activities and troubleshooting.
  • Work closely with Level 2 Support Team as a point of escalation to resolve complex technical issues.
  • Own the escalation of incidents, expediting to relevant teams.
  • Liaise with the business to understand activities that impact the responsiveness of the Level 1 Service Desk.
  • Assist End User Compute Team with Level 1 activities on an as needed basis.
  • Provide remote and on-site support as required by the business.
  • Work closely with the Level 2 Team Lead to ensure smooth and efficient running of the Service Desk Team as a whole.

About MedHealth Group

MedHealth Group is a purpose-built collection of industry leading health, medical and employment brands. Our unique and diverse capabilities come together to get the best possible health and employment outcomes for our customers. We support whole populations to better outcomes, yet never lose sight of the individual we are working with to build a better life through work and health.

What We Offer

  • A fast-growing team of over 3,500 people around Australia, representing a huge array of life experiences, skills and ways of thinking.
  • A culture that values all differences and welcomes people with disability, including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians.
  • An Equal Opportunity Employer, proudly committed to diversity and inclusion.