Service Desk Manager

2 weeks ago

Auckland City, New Zealand Goodman Fielder Full time

Join A leading FMCG Company in a period of Growth
- Lead a small team focussed on delivering exceptional customer service
- Bring your 2 + Years experience within Service Desk Management role

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.

**What you'll do**:
The Service Desk Manager is responsible for managing a small team (9) 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. Based in Macquarie Park your role will include the following.
- 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
- 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

**What you need**:

- 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.
- Proven Problem-solving skills to identify and propose solutions in order to improve customer satisfaction and increase productivity.
- Good Time management and organisation skills.
- Ability to work independently, meet targets with good work ethics

At Goodman Fielder, we don't just offer jobs - we offer long term careers.
For more information about us or to learn about other roles available at Goodman Fielder, please visit our careers page and register your details so that we can notify you of jobs which interest you.

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