Service Desk Team Lead

**Responsibilities**:

- Join the world’s largest cruise holiday operator
- Oversee IT service levels for ship and shore side users
- Convenient location in modern Chatswood, Sydney office

We have an exciting opportunity for a **Service Desk Team Lead** to join our IT team leading a team of two Reporting to the Senior Manager - IT Operations, you will be responsible for day-to-day oversight of the IT Service Desk function, providing services to both the corporate office and the P&O Cruises fleet of ships. Delivering a professional level of service to the business, promoting a “customer first” culture, and coaching and motivating Service Desk team members to successfully achieve their maximum potential.

**First things first, check out what we have on offer**
- Competitive base + super + bonus + laptop + mobile
- Work life balance - 9 day working fortnight with full time pay. **Yes, that’s a long weekend every fortnight**:

- A hybrid work model. 3 days in the office. 2 days’ work from home
- Supportive Health & wellbeing programs - physical, mental, and financial health benefits
- Fantastic family & friends discount on travel and on-board product launches
- Reward & Recognition - attractive incentive schemes, recognition programs and annual salary review
- Free activation cruises for you and your family
- An inclusive and diverse proud workforce

**About you**:
You have strong experience in a Service Desk Team lead or similar role. You are confident, have strong communication with the ability to provide ‘user language’ verse ‘technical language’ when assisting internal customers to build trust and a positive experience. As this is a hands-on role, you will work independently and as part of a team answering phones, actioning tickets etc along with working a rotating after hours roster with the team. Active directory and windows 10 experience with exposure to ‘Service Now’ would be ideal. As part of a close-knit team, your outgoing personality and willingness to roll up your sleeves and get the work done will set you apart from your competitors.

**Key responsibilities will include but are not limited to:
- Executing the problem management process, including logging, escalation, resolution and documentation of all issues raised by business users
- Escalation of incidents through functional and hierarchical escalation processes.
- Responsible for informing users and business stakeholders of problem status and resolution
- Management and control of the service desk processes including quality assurance on adherence to the defined processes.
- Service desk operational control including resource workload, output and scheduling, ship and shore side
- Measuring and reporting on target service levels for all IT solutions

**We would love to hear from people with:
- Minimum 2 years’ experience within a supervisory service desk capacity, leading a small to medium team
- A hands-on approach to the resolution of issues, with the proven ability to build cross departmental relationships
- Superior communication skills, with experience interacting with key stakeholders at all levels of an organisation
- Strong technical knowledge of Lotus Notes, SharePoint, Windows operating systems and Windows desktop
- Strong levels of resilience, excellent prioritisation skills and a team-centric attitude
- An IT or Computer Science tertiary qualification will be highly regarded

Carnival Australia is part of the Carnival Corporation, the world’s leading cruise holiday company, representing iconic brands including P&O Cruises, Princess Cruises, Cunard, Carnival Cruise Lines, Holland America Line and Seabourn. Together these brands represent approximately 80% of the local market. This is an excellent opportunity for highly motivated individuals with the experience and aspiration to work in a dynamic environment. **APPLY NOW**

**At Carnival Australia we pride ourselves on promoting an inclusive workplace culture where individual differences are valued. We are committed to working with people’s strengths and encourage applicants to approach us for any necessary adjustments.**

Benefits