Technology Service Desk Team Leader

2 weeks ago

Perth, Western Australia Bunnings Full time

About Bunnings

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand, catering to consumer and commercial customers through a network of stores, trade centres, and online platforms.

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 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.

Key Responsibilities

  • Lead a team in the provision of exceptional customer service, ensuring service delivery meets or exceeds agreed service levels.
  • Monitor and report on service performance, initiating actions to continuously improve service and productivity.
  • Ensure high availability of all IT systems and routines through system monitoring and reporting.
  • Develop and maintain a problem database through the documentation of known problems and resolutions.
  • Ensure all customers receive a high-quality experience during problem identification and resolution.

About You

You will bring your experience as a people leader and coach, along with exceptional problem-solving, stakeholder management, relationship building, and communication skills. Your outcome-driven approach to work, combined with your excellent organizational, prioritization, and team-building abilities, has contributed to your success in your role so far.

Requirements

  • 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 are committed to supporting you at any stage of your recruitment journey. Be sure to let us know if you require an adjustment and we can provide the most appropriate support for you.

Benefits

  • Flexible and informal work environment.
  • Team discount at Bunnings, OnePass, and with other Wesfarmers retailers.
  • Discounts from corporate partners and cost-price food and drinks at our Bunnings café.
  • 12 weeks paid parental leave, regardless of gender, annual flu vaccinations, and health checks.
  • The opportunity to create a real difference in your local community and environment.

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