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Service Desk Team Lead

2 months ago

Adelaide, South Australia ASG Group Full time
Transformative Digital Solutions

We're seeking a customer experience lead to 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.

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 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.

Key Responsibilities
  • 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.
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.
What We Offer
  • 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.