Service Desk Team Lead

2 weeks ago


Auckland City, New Zealand Absolute IT Full time

Auckland- Helpdesk & Support- $100,000-$120,000 BOE- Full Time- Permanent- 26 Apr 2024**Join Our Dynamic Team as a Service Desk Lead**

Why Join Us? Our client envisions creating the world’s most efficient and environmentally responsible freight platform. By simplifying freight management, they aim to benefit all parties involved - shippers, carriers, and communities. Their values of Living the Model, Being Courageous, and Enjoying the Ride are not just words but principles they live by every day.
- Managing the Service Desk team to handle internal and external customer technical inquiries and incidents.
- Overseeing ticket systems in Jira and ensuring timely communication of service alerts, critical incidents, and maintenance.
- Leading the IT service management change process related to internal IT systems changes.
- Actively participating in ticket resolution by acquiring detailed technical knowledge of our systems.
- Setting, documenting, and reviewing service delivery metrics with stakeholders.

**Key Accountabilities**:

- Delivering outstanding customer service by proactively promoting industry best practices.
- Ensuring quality decision making, timely response, and resolution of incidents.
- Excelling in self-management skills and effectively prioritizing workloads.
- Building effective working relationships with internal and external stakeholders.
- Tertiary qualification in Information Technology or equivalent industry experience.
- Proven track record as a Service Desk Analyst/Support Analyst.
- Sound working knowledge of MS SQL language and tools
- ITIL and ITSM certification.
- Extensive knowledge of the Atlassian suite of products, including Jira and Confluence.
- Experience in Logistics, Transport Management Systems (TMS) and Warehouse Management Systems (WMS) preferable



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