Service Desk Team Leader

2 days 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.

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