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Service Desk Team Lead

2 weeks ago

Cooma, Australia Snowyhydro Full time

Snowy Hydro is a dynamic, integrated energy business that has been providing on-demand, reliable energy to Australia for generations. Snowy Hydro owns and operates a powerful combination of generation assets, including the mighty Snowy Mountains Scheme, gas and diesel plants, and contracted wind and solar energy. We also provide electricity and gas to about 1 million retail customers through our retail brands Red Energy and Lumo Energy. Snowy 2.0 is Australia's largest committed renewable energy project. This nation-building project will provide on-demand energy and large-scale storage for many generations to come.
An‌ ‌exciting‌ ‌opportunity‌ ‌exists‌ for a suitably qualified, experienced people leader and technical expert to join the Service Desk team as a Service Desk Team Lead. You will be responsible for the day to day operations of the Service Desk team, including the investigation of incidents, and fulfilling IT service requests.

**As a Service Desk Team Lead, you will look to**:
Analyse complex and recurring incidents to identify and solve technology problems, and be responsible for the allocation of technology assets.

Act as escalation point for complex customer issues, ensuring appropriate and timely issue resolution

Promote a customer-centric approach to Technology support, fostering a culture of professionalism, responsiveness & excellent customer service within the Service Desk Team.

Report on Service Desk metrics such as ticket volumes, resolution times and customer satisfaction, and make appropriate changes to improve these metrics

Provide communication to all business areas when impacted by major incidents or significant change, ensuring that the appropriate stakeholders are informed in a timely manner.

Lead and Manage the Snowy Hydro Service Desk, ensuring the team is appropriately skilled and resourced to meet customer service and IT support obligations.

Bachelor's degree in Information Technology or related field (or equivalent experience)

Proven experience in a technical support role

Excellent customer service and communication skills, both written and verbal

Able to quickly and effectively adapt to changing circumstances and business demands in a measured and constructive way

Demonstrate strong values in how you behave and interact with others

Ability to coordinate multiple projects/tasks simultaneously

**Location**:
This position is based at our head office in Cooma, NSW. This offers a unique opportunity to work in the picturesque surroundings of the Snowy Mountains region. Cooma provides a vibrant community and a tranquil lifestyle, making it an ideal location for those seeking a perfect blend of professional growth and quality of life.