Service Desk Lead

2 weeks ago

Hamilton, Waikato, New Zealand MSD Full time

Service Desk Lead
-
Permanent full-time opportunity with
competitive remuneration and benefits

  • You will be based
    in Hamilton, NZ with a hybrid working model
  • Work with a high performing, agile and
    passionate team
  • Ideally previous experience in a
    Technical Service Desk role
-
Strategic leadership and management skills
-
Lead a small team of likeminded individuals

This is a dual role as a Support Analyst with Team Lead responsibilities.

As a Service Desk Lead this role is to facilitate yours and the Service Desk team's ability to carry out the day-to-day responsibilities of the Technology Service Desk

What You Will Do

Responsibilities include, however not limited to:

  • Be the primary escalation point for complaints received relating to the Service Desk and Phone systems
  • Be the primary escalation point for queue issues to minimize downtime (this will involve being oncall during and outside normal office hours and being ready to take over staff and Queue calls to fill gaps caused by sickness or leave)
  • Coordinate and manage the queue rosters and shift arrangements so the Service Desk is able to provide seamless phone support
  • Develop and Manage Service Desk projects and tasks
  • Engage with relevant business units with regards to development of software, systems, and processes to facilitate support
  • Ensure the provision of queue and case management reporting to the business to help drive down support requirements and support resource
  • Provision of training/assistance to staff members in accordance with company and relevant quality standards requirements.
  • Attendance at agreed training courses (identified through Employee Development Plan or other appropriate methods).
  • Identification of own training needs and action these needs through development planning process.
  • Identify areas for Service Desk staff development and lead and support appropriate development plans and priority setting. Ensure all direct reports have a robust Employee Development Plan in place and ensure that staff are mentored and trained with regular feedback sessions being provided.
  • Identify and lead the provision of proactive Service Desk support and the coordinate these projects
  • Collaborate with the leads of the Technical and Training teams to ensure Service Desk support is appropriate and to the standard required by the business
  • Ensure team compliance with legal and other requirements.

Support Analyst:

  • Evaluate system performance using Splunk and other tools.
  • Record and track customer queries, issues, and feedback, as well as all relevant information primarily through the company's CRM system and support the Product Quality Analyst in generating relevant business quality metrics.
  • Collaborate with the development team to improve and optimise products and the endtoend customer experience.
  • Create and maintain troubleshooting guides for failure modes identified, help improve and document support processes and other SOPs as necessary.
  • Stay up to date with the latest product releases and to be responsible for training customers over the phone and using remote management software as required.
  • Shift work may be required and additional/irregular working hours during peak seasonal periods.
  • Weekly collaborative management of Dealer Works order and Installation Administration activities.
  • Project task work.
  • Proactive analysis/ escalation and resolution of system faults using Splunk alerting.

What You Must have
This role involves ongoing customer support involving electrical and electronics equipment, mechanical engineering, and computer software, and as such the following would be ideal:

Technical Qualifications and Experience:

  • Relevant tertiary qualification (New Zealand Certificate of Electronics or advanced trade certificate in Electronics/radio/electrical) or solid experience in a related field.
  • Experience in the installation and support of sophisticated electrical equipment, particularly equipment that utilizes Radio Frequency Identification or Networking experience in the installation and support of computer software would also be advantageous. Experience with mechanical engineering is of secondary importance, but of value, nonetheless.
  • Previous experience within an IT Service Desk would be an advantage, including previous database experience and some knowledge of SQL.
  • Knowledge of Splunk and Power BI advantageous.

Team Leadership/ Management:

  • Proven ability to manage staff particularly in a Technical Service desk environment
  • Previous project management experience or qualifications would be desirable

Customer and Service Team Support:

  • Excellent relationship, management, outstanding fluent written and verbal communication and telephone skills, with emphasis on attention to detail and customer focus are essential for this role.
  • Ability to build strong internal and external relationships, with an ability to empathi

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