Service Desk Team Leader

2 weeks ago

Fortitude Valley, Australia Datacom Full time

Our Purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

About the Role
The Service Desk is the central point for customers on a day-to-day basis. As a Team Leader, you’ll provide the necessary leadership and guidance for a team of high performing analysts; leading the way to deliver top quality support services to our customers.

What you’ll do
- Lead, motivate and mentor direct reports
- Manage day to day operations of the direct reports
- Manage customer escalations and expectations to maintain a positive customer experience.
- Client and Vendor Liaison
- Maintain Customer Service Levels and delivering reporting requirements
- Financial oversight

What you’ll bring
From motivating, mentoring, managing a team of analysts, and working with clients; there’s no question that your communication and organisation skills will be key to your success in this role So, it’s essential that customer satisfaction and best practice is at the top of your priority list.

You’ll have a detailed understanding of Incident and Request Management within ITIL, along with operational understanding of ticketing and call management technology. You’ll be familiar with Service Level Agreement concepts and be well versed with day-to-day operational queue management and reporting.

Ideally, you’ll have a minimum of 18 months experience in an equivalent role, or an ITIL Process role, or at least 24 months as a senior Service Desk Analyst position, including 2IC responsibilities. You’ll have ITIL Best Practice, including Foundation level.

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