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Helpdesk Manager

Job Title: Helpdesk Manager
Location: Sydney
Industry:
Reference: 2910190
Contact Name: Jess
Contact Email: jessica.wilkinson@perigongroup.com.au
Job Published: March 21, 2019 17:46

Job Description

Retail organisation are looking for a Helpdesk Support Manager with strong management skills; coupled with a good understanding of ERP systems. This is a key role and involves day to day management and full responsibility of the Support Team and ensuring overall performance within the Department.

Main Duties:
  • Managing a team of support personnel who handle a daily incidents, ensuring both customer and contractual requirements and expectations are met
  • To ensure the on-going operational management of the Helpdesk teams are carried out in line with contractual terms and conditions; following internal procedures
  • Responsible for overseeing planning of work and the management of incidents; driving the standards of customer service to the highest levels within the department
  • Management of team targets and individual KPI's
  • Evaluating, improving, creating and revising departmental processes and procedures through continuous review and assessment
  • To manage all training and developmental needs of the team through individual performance management and to provide feedback through the appraisal process
  • To proactively monitor all calls processed through the Service Desk, identifying customer specific or on-going issues including increased activity and fault patterns, determining strategy to address the situation
  • To monitor overall performance of the department and make recommendations for improvements to support a more efficient working practice and continuously deliver a high level of support to the customer base
  • To develop and implement improvements and processes, motivating the teams and ensuring both team and customer targets are met
Skills & Experience Required:
  • Experience of Helpdesk / Service Desk Management in supporting Software / ERP applications
  • A good understanding of business procedures is essential together with experience of managing a team
  • The successful candidate will be a confident individual, possessing excellent motivational, listening and communication skills
  • Highly focussed on providing excellent customer care and service, with the ability to drive forward service and teams
  • The ability to effectively prioritise and execute tasks in a high-pressure environment is essential
  • Be able to find solutions to problems through your analytical mind set
If you are interested please hit apply and I will call you with more information.