Service Desk Team Leader

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Date: 11-Feb-2019

Location: Macquarie Park, Australia

Join a company dedicated to your career development and where you can simply be yourself at work!

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.

About the role

The Service desk Team Leader is responsible for first-line management of Service Desk Analysts and other roles from time to time that provide functions essential to meeting service deliverables to our clients.

The role reports to the Service Desk Manager and will be responsible for the leadership and management of a team providing incident management to Optus Business managed services customers. This includes support for Enterprise, Corporate and Government customers.

You would need to demonstrate high level of inspirational leadership, technical ICT skills combined and exceptional customer service experience.

Responsibilities

  • Resolve Customer issues and Internal escalations
  • Supplier, vendor and other third-party management
  • Provide clear objectives for the team and support this with regular and constructive feedback.
  • Manage team performance, including attendance, punctuality, performance development reviews
  • Proactive engagement and ongoing relationships with relevant Customer Delivery, Sales teams and other internal groups as required.
  • Meeting Contractual Service Levels
  • Ensure Quality Process adherence, methods, tools and processes
  • Identify staff training needs and ensure these are met.
  • Recruitment of staff as required.

 

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Experience Required

  • Demonstrated Lead/Management level experience in Call Centre, Service Desk, Change, Incident and problem Management environment
  • Prior experience in Change, Incident and Problem Management highly desirable
  • Proven history of conflict resolution and change management outcomes
  • Successful background and experience in people management, customer service excellence, skills development, process improvement and project management.
  • Strong customer focus.
  • Knowledge and experience in the Telecommunications \ IT industry
  • ITIL certification
  • Excellent understanding of Fixed Voice & Data Products and Mobile Products highly desired
  • Demonstrated Leadership, coaching and mentoring skills
  • High level communication and negotiation skills suitable for use in coaching and counselling situations
  • Enthusiastic team player with excellent communication interpersonal and problem-solving skills
  • Time management and organisational skills

 

Employee Benefits
Working at Optus will provide you with a range of benefits that will enrich your personal and professional life. With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and child care services, we ensure that we provide you with a safe and productive work environment.

Head on over to http://www.optus.com.au/about/careers to find out more about what it's like working with Optus.

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

 

 Heads Up! Due to the fast-paced nature of our business, vacancy close dates may change, so make sure you apply today!

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.


Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!

Apply now »
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