Direct Group is one of Australia’s leading direct to consumer retailers, selling products throughout Australia and New Zealand via two brands, TVSN and Innovations.Our people are the heart and soul of our business, and we are looking for a Service Desk Team Leader to join our IT Team. You will be a point of technical advice for the Service Desk team, managing escalated queries, prioritising calls and ensuring timely resolutions, continually looking to improve service provision and efficiency, whilst supervising and mentoring the teamThis role is office based at Frenchs Forest.What you can expect to do:Day to day management of the help desk and a small teamManage the ticket flows and escalation resourcesBe the technical team lead and escalation point for the teamParticipate with the help desk team in supporting calls and logging their priorityLeading the team, coaching, running team meetings, performance reviewsAccess account management, creation, modifications, deletionEnd user compute management, PC moves, adds, changes, mobile device managementAssist IT operations team with backup system proceduresActively looking for any security issues across the desktop environmentLiaising with each business unit regarding continual service improvement for desktop, phone, and end user compute requirementsWhat you’ll bring to the role:Excellent customer service and people skillsAttention to detail with excellent documentation skillsProblem solving skillsDemonstrated knowledge of computer hardware and troubleshooting methodologiesPrevious experience in a customer service/customer facing positionOutstanding communication skills - written and verbal communication An all-round great team player3 years commercial experience Why you'll love working with us:Excellent product discounts across TVSN and Innovations Staff discounts onlineOn-site café Free on-site parkingSocial clubFree membership to SONDER health and wellbeing for you and your familyDiscounted gym membershipRecruitment referral incentives for permanent and casual placementsJoin us and become part of a fun team who love what we do! AUDFrenchs Forest2086
