Service Desk Manager
Lagardère AWPL
- Sydney, NSW
- Permanent
- Full-time
- Drive the Service Desk function, incident management, service knowledge management and the service catalogue.
- Promote a constructive and customer-focused team
- Manage and monitor performance, quality, and completeness of work within the Service Desk team.
- Monitor incoming requests and allocate the work equitably across the team.
- Provide first level of escalation for sensitive/technically difficult problems.
- Investigate issues, document problem(s), resolving where possible.
- Ensure accuracy of hardware and software information related to support calls.
- Improve work practices and identify opportunities to improve efficiencies in operational support.
- Collaborate on team projects.
- Experience managing IT support teams in a dynamic, operational environment
- Demonstrated ability to manage workload equitably across a team
- Strong knowledge of Windows operating system usage and support required
- Working knowledge and previous experience in O365, Active Directory, SSO, corporate security policy/administration and development
- Excellent communication, customer service and presentation skills.
- Excellent prioritisation and multitasking skills.
- Commitment to promote respect, integrity, and trust within the team
- Experience in retail will be highly regarded