Service Desk Manager

3 weeks ago


Auckland City, New Zealand Goodman Full time

At Goodman Fielder our purpose is Making everyday food better for everyone. We own a host of iconic brands that generations of Australians have grown up with and put in their supermarket trolleys every week. At Goodman Fielder our aspiration is to be the leading integrated food business in the Region. We are a team that believes that anything is possible. A team that understands our business and focuses on the right things that make the biggest difference and one that considers our end to end value chain when making decisions to optimize our business. We drive change as an opportunity for us to innovate and transform our business and to achieve beyond what we think is possible.

**Your new role with Goodman Fielder will be**: Responsible for managing a team of Service Desk agents and ensuring a high level of service is provided to all employees of Goodman Fielder and Wilmar Sugar Australia/New Zealand.

**Your key deliverables will be**:
Strategic Deliverables
- Own and manage the Service Desk function with Goodman Fielder / Wilmar
- Implement/provide recommendations to improve the Incident Management process
- Define, measure analyse and improve the Service Desk KPIs
- Assist project managers with the implementation of new projects and arrange appropriate training, including service transition
- Maintain training, standard operating procedures (SOPs), knowledge articles, and quick solutions
- Participate in the implementation of procedures, contribute to the development of processes, and provide advice on policies that affect the delivery of services

Technical Deliverables
- Operate the Service Desk function to deliver exceptional customer service
- Responsible for training, mentoring and performance evaluation of direct reports
- Prepare and manage the Service Desk agents' workload and rosters
- Own and manage all service desk escalations, and communicate with customers proactively to manage escalated issues
- Increase First Call Resolution year-on-year

**Your Key Relationships will be**:

- Service Desk Analysts
- IT users within GF and WSA
- Team Members within GF and WSA
- ANZ-IT Management
- Key IT personnel in Singapore and Indonesia

**In order to succed within this role you will need**:
Technical/Functional Capabilities
- Proven Problem-solving skills to identify and propose solutions in order to improve customer satisfaction and increase productivity.
- Ensure that processes used by the IT Service Desk are thoroughly documented and regularly audited
- Good Time management and organisation skills.
- Ability to work independently, meet targets with good work ethics

Leadership Capabilities - “Leads Self”
- Growth Mindset
- Think Strategically
- Deliver Results, Deliver Fast
- Empower and Grow Our People
- Collaborate Constructively
- Leverage Opportunities to Transform

Experience / Qualifications Required
- Bachelor's degree in Computer Science (or a related field) or relevant work experience desirable
- Minimum 5 years' experience in a Customer Service role of which at least 2 years' as an IT Service Desk Manager
- Experience in setting up a Service Desk
- ITIL certification required

Experience in setting up or maintaining KEDB or CMDB will be an added advantage.

Join us now during a time of growth and innovation across the business.


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