Team Lead - Service Desk

All vacancies of AustraliaInformation & Communication TechnologyTeam Lead - Service Desk

A unique and rare opportunity to lead a team of service desk analysts for a large and important client of NEC.

Summary about this job

Team Leaders

Company: NEC Australia Pty Ltd

Location: ACT

Work type: Full Time

Salary: n\a

Phone: +61-7-6028-3942

Fax: +61-2-1678-7743

E-mail: n\a

Site:

Detail information about job Team Lead - Service Desk. Terms and conditions vacancy

  • Permanent Position
  • Leadership Role
  • NV1 Security Clearance Required

Primary Objective

Management of a team of Customer Service Management (CSMC) Engineers with accountability for the effective and efficient operational deliverables to ensure a high standard of technical and customer service excellence is delivered.

Duties and Responsibilities

  • Manage the day to day operations to ensure customer SLA’s and CSMC KPI’s are achieved and to ensure adequate operational reporting and tools are in place to meet these.
  • Utilising Workforce Management practises to ensure adequate resources to meet SLA/KPI’s and manage workload and ensure compliance to Roster Adherence KPI.
  • Regularly review the performance of team members and their KPI’s both informally via one on one’s and formal performance reviews, provide constructive feedback, mentoring and coaching sessions
  • Contribute to and support the CSMC centre Quality and Training Management program.
  • Ensure customer concerns or complaints are resolved effectively and efficiently to the satisfaction of both the customer and NEC
  • Support the CSMC Continuous Service Improvement process by identifying inefficiencies or areas of improvement to continually improve the effectiveness and efficiency of the services provided by the CSMC.

Experience and Skills Required

  • Extensive experience as a Technical Team leader or as a senior technical support analyst.
  • Proven capabilities in IT Service Management
  • Solid understanding of Microsoft Windows Servers, Active Directory, Exchange Server messaging, Windows Desktop OS, MS Office Systems, Systems Management tools, Network Services and GPO Security
  • Strong customer focus and commitment to meeting customer requirements with a high commitment to continuous improvement to customer service.
  • Ability to motivate both individuals and teams, to shape and implement business requirements.
  • Experience with delegation, conflict management, staff development and performance management.
  • Strong commitment to teamwork and collaboration.
  • Lateral thinking with the ability to present credible and workable solutions.
  • High level of problem solving and evaluative judgement skills
  • High levels of competency using MS applications e.g. Outlook, Excel, Word

How to apply

At NEC, we offer an outstanding working environment and the opportunity to be part of a high performance team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team. Apply online now.

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