Career Opportunities: Service Desk Team Leader (12727) Requisition ID 12727 - Posted - Freightways Information Services - FIS NZ ServiceDesk - FIS Infrastructure - Freightways House, Level 1 North - Permanent Full Time - Information and communication technology - New Zealand - Auckland - Auckland City Freightways Information Services Ltd (FIS) is an internal shared services provider of information technology and advisory services to the Freightways businesses. It is responsible for managing Freightways' overall information technology infrastructure and maintains relationships with selected external information technology suppliers.
An exciting opportunity has become available for a Service Desk Team Leader to join our Service Desk team. In this role you will lead the day-to-day operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating, and resolving incidents and requests. The role reports to the Service Management Lead.
What does the role involve? General responsibilities
• Lead the Service Desk team, allocating routine tasks and/or project work in line with individuals' skills and abilities.
• Contribute to the team's support channels of phone, email, remote and device side support for company-supported applications and devices.
• Develop and encourage adoption of effective and methodical troubleshooting processes to address issues throughout the wider team.
• Report on and monitor the Service Desk team's agreed quality and performance criteria.
• Contribute to and maintaining device lifecycle, inventory, and asset management processes.
• Drive a strong customer service culture and outcomes within the Service Desk team.
• Drive effective and efficient knowledge management practice within the team.
• Maintain individual Professional Development Plans for each member of the team.
• Support the Service Management improvement initiatives by enabling the Service Desk team members to contribute to such initiatives as well as adoption of improved processes and practices by the Service Desk team.
The ideal applicant should have:
• 3+ years of experience in leadership roles; ideally in leading IT Service Desk or Call Centre or teams in large corporate environments.
• Proven people management and leadership skills and experience.
• Excellent written and verbal communication skills and experience in communicating with senior stakeholders.
• Commercial understanding of IT service delivery and procurement of assets.
• Competent user of MS Office tools including Excel as well as reporting tools to create reports and analyse data to derive the required insights.
• IT Tertiary qualification or equivalent certifications are desirable.
Please click apply and follow the registration process for us to get in touch. Applications close Friday 3 May, 5:00pm
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