Service Desk Team Leader

4 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time

Empowering Excellence in Customer Experience

At the Commonwealth Bank of Australia, we're committed to delivering exceptional customer experiences through our End User Experience (EUX) platforms and systems. As a Service Desk Team Leader, you'll play a pivotal role in empowering our people to achieve more and providing our customers with better outcomes.

About the Role

This is an exciting opportunity to lead a team of agents, providing technical support and guidance to ensure seamless customer interactions. Your expertise will be invaluable in communicating with empathy, efficiency, and accuracy, while identifying skill and knowledge gaps within your team and taking appropriate steps to uplift and upskill staff.

Key Responsibilities

  • Communicate complex technical concepts in a clear, user-friendly manner
  • Support staff in a timely manner, providing troubleshooting steps or identifying pathways to progress
  • Balance workload between team support and admin/project work to implement shift-left initiatives

Requirements

  • Strong technical knowledge of operating systems, software applications, and hardware components
  • Strong leadership characteristics with the ability to inspire a team and lead by example
  • Clear verbal & written communication skills
  • Proven de-escalation tactics and conflict resolution skills

Working with Us

We offer flexible working options, including remote work arrangements, to support our people's work-life balance. If you're already part of the Commonwealth Bank Group, you'll need to apply through Sidekick to submit a valid application. We're committed to supporting your career growth and development.

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