Service Desk Team Leader

23 hours ago

Adelaide Region SA, Australia Westpac Group Full time

**Service Desk Team Leader**:

- **Service Integration and Management**:

- **Adelaide Based, Permanent Role**

**How will I help?**

The Service Desk Team Leader is responsible for leading the Service Desk team to deliver quality support in line with agreed service levels and actively contributing to problem management and resolution.

**What you will do**
- Monitor the Service Desk team’s approach to service and improve when necessary, to ensure a high level of call quality and service delivery
- Address identified discrepancies between defined internal KPIs and current performance from reports provided by the Service Operations Analyst, to ensure the defined internal KPIs are achieved by the Service Desk Centre
- Act as the first level escalation point for customers and the Senior Service Desk Operator to ensure Service Level Agreements are met and on-going quality service is delivered to the business
- Assist with incident resolution and the fulfilment of service requests to ensure the successful resolution of incidents to the benefit of the customer
- Monitor the logging of incidents via the Incident Management System and escalate to the Service Desk Manager when necessary to ensure the integrity of call data and problem management analysis
- Liaise with the Senior Service Desk Operator regarding potential problems and convert incidents to problems where required, to identify the root cause and reduce the number of incidents experienced by the customer
- Schedule staff, monitor call volumes, assist with handling calls when necessary and escalate breached forecasts to the Service Desk Manager, to ensure call logging queues are kept to a minimum
- Monitor and enforce the adherence of Service Desk Knowledge Base standards to improve first level resolution
- Confirm team members have entered assigned times correctly to ensure the time recording system accurately reflects project assignments
- Monitor and enforce the Service Desk Management team’s adherence to the required call standards to promote best practice
- Request and analyse the Service Desk and job stream statistic reports and take appropriate action where necessary to ensure continuous improvement and resolution of incidents in a timely manner
- Assess proposals for service improvement initiatives to ensure process improvement

**What’s in it for me?**

Joining Westpac has many benefits besides building a long and stable career. You’ll be able to purchase leave to facilitate your dreams or obligations and you’ll be encouraged to participate in the community through paid volunteer leave and secondments. You’ll also be entitled to a suite of online learning, training modules and career planning tools to grow with us.

**What do I need?**
- Extensive experience on an IT Service Desk
- Experience in vendor or service level management
- Experience in a team leader position
- Certification in people management (e.g. leadership development course, supervisory course) desirable
- ITIL essentials certification

**What is it like to work in Westpac?**

We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

**How do I Apply?**

Start here. Just click on the **APPLY **button.

  • Service Desk Team Lead

    24 hours ago

    Adelaide Region SA, Australia Uniting Communities Full time

    **Uniting Communities** are seeking an experienced **Service Desk Team Lead** to join the ICT team! This role is responsible for supervising the operation of the IT Service Desk to ensure issues are documented, triaged, escalated, and rectified according to set and agreed measures. This role will provide leadership and guidance to the service desk team,...

  • Team Leader Service Desk

    2 weeks ago

    Adelaide, Australia SA Government -SOUTH AUSTRALIA POLICE Full time

    **South Australia Police** **Job reference**: 615089 **Location**: 5000 - ADELAIDE BC **Job status**: Ongoing **Eligibility**: Open to Everyone **ASO5 Team Leader Service Desk** **Snippet** An excellent, ongoing opportunity is now available to join SA Police as the Team Leader Service Desk within IS&T. **Your new company** SAPOL’s vision is to provide...

  • Service Desk

    4 days ago

    Adelaide Region SA, Australia HAYS Full time

    2 months contract opportunity for a Service Desk Analyst. Based in the Adelaide CBD. **Your new company** This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups,...

  • Service Desk

    24 hours ago

    Adelaide Region SA, Australia HAYS Full time

    6 months Contract opportunity for a Service Desk Officer **Your new company** 6 months Contract opportunity for a Service Desk Officer based in the Adelaide CBD. This is a leading organisation where they focus on providing a positive impact on the society. **Your new role** You will be responsible for providing excellent L1 Support to their clients both...

  • Service Desk Team Lead

    7 days ago

    Greater Adelaide SA, Australia NRI Australia Full time

    **Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.** **THE OPPORTUNITY**: We are excited to announce a new opportunity for a Service Desk Team...

  • Service Desk

    6 days ago

    Adelaide Region SA, Australia HAYS Full time

    A great 6 month contract opportunity is available for a passionate Service Desk Officer. **Your new company** This well-regarded SA government department based in the Adelaide CBD, is continuing to experience growth and is looking to add to their progressive team. This large and supportive team will offer on the job training to help you succeed. They are...

  • Service Desk Analyst

    6 days ago

    Adelaide Region SA, Australia ElectraNet Full time

    **About ElectraNet**: ElectraNet builds, owns, operates, and maintains the South Australian high voltage transmission network that delivers electricity from generators to distributors and major load connected customers, enabling power to be supplied to homes, businesses, and communities. South Australia is at the forefront of the transition to clean energy...

  • Service Desk Analyst

    7 days ago

    Adelaide Region SA, Australia HAYS Full time

    Contract opportunity for a Service Desk Analyst. Based in the Adelaide CBD. **Your new company** This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups, printer...

  • Service Desk Analyst

    10 hours ago

    Adelaide Region SA, Australia HAYS Full time

    Service Desk Analyst Opportunity in Adelaide CBD **Your new company** This well-known organisation has a friendly and supportive culture. They are currently dealing with high demand in their service desk and looking to add to their team. **Your new role** - Providing L1 Support including password reset, account setups, printer issues, VPN set up and more -...

  • Service Desk Administrator

    6 days ago

    Adelaide Region SA, Australia Cleared ICT Full time

    Location: - Adelaide - Sectors: - Cyber Security, Engineering, ICT - Employment type: - Contract - Salary: - Negotiable - Contact name: - Daniel Crowe- Job reference: - BBBH1638_1700799427 - Published: - 34 minutes ago Cleared are working with one of the largest defence contractors in Australia and are looking to speak to Service Desk Administrators...