Service Desk Lead

6 days ago

Brisbane, Australia Cognizant Full time

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

Position Summary

Mandatory Skills
- Leadership: Proven ability to lead and manage a team, including training, mentoring, and performance management.
- Communication: Excellent verbal and written communication skills to effectively interact with users and team members.
- Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.
- Customer Service: Exceptional customer service skills to ensure user satisfaction and handle complaints professionally.
- IT Service Management (ITSM): Knowledge of ITSM frameworks like ITIL, and experience with service desk tools and software.
- Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Documentation: Proficiency in maintaining accurate records of incidents, requests, and resolutions.
- Adaptability: Ability to adapt to changing technologies and processes.
- Collaboration: Strong teamwork skills to work effectively with other IT departments and stakeholders.

Roles And Responsibilities
- Lead, mentor, and manage the service desk team.
- Conduct regular team meetings and performance reviews.
- Provide training and development opportunities for team members.
- Oversee daily operations of the service desk to ensure efficient and effective support.
- Develop and implement service desk policies, procedures, and best practices.
- Monitor and manage service desk performance metrics and KPIs.
- Ensure timely and accurate resolution of user incidents and service requests.
- Prioritize and escalate issues as necessary to ensure mínimal disruption to business operations.
- Maintain a comprehensive knowledge base of common issues and solutions.
- Foster a customer-focused environment and ensure high levels of user satisfaction.
- Handle escalated user complaints and issues professionally.
- Conduct user satisfaction surveys and implement feedback for continuous improvement.
- Collaboration and Coordination:

- Coordinate with other IT teams to resolve complex technical issues.
- Collaborate with stakeholders to understand and address their IT needs.
- Participate in IT projects and initiatives as required.
- Maintain accurate records of incidents, requests, and resolutions.
- Prepare regular reports on service desk performance and user satisfaction.
- Document and update service desk processes and procedures.
- Identify areas for improvement in service desk operations and implement changes.
- Stay updated with the latest industry trends and technologies.
- Promote a culture of continuous learning and improvement within the team.

Salary Range: $85000-$95000

Date of Posting: 24 February 2025

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