Helpdesk Team Leader


We’ve partnered with one of Australia’s most successful retailers who are currently looking for a Helpdesk Leader to drive helpdesk operations and deliver outcomes in line with business strategies.

I’m sure you’ll know these guys and now’s your chance to jump on board and use your helpdesk related smarts acquired over the years to enhance skills and capabilities in a team of 10. In this role, you will not only show off your hands-on capabilities but also mentor those in the team and identify strategies that will reduce unresolved issues and increased business success.
From a hands-on technical standpoint, here are some of the things you might get involved in or provide guidance on:

  • Troubleshoot VOIP, PDA’s, password, scanners, printers, eCommerce systems and other helpdesk related issues
  • Supporting Windows XP through to Windows 10.
  • Logging calls following company process using Avanti  
  • Support telecommunications provider transition

Other key responsibilities or requirements you’ll find in this role that are a little more functional include:  

  • Actively respond to and handle any customer queries or complaints.
  • Set customer service standards that team will adhere to
  • Promote effective communication channels between team members and the wider business
  • Mentor the team to help them achieve high-level performance and motivate them to increase potential as a team and individually
  • Review and improve processes and procedures where applicable
  • Drive team to work proactively, rather than always reactive
  • Develop team reports and complete team rosters

You will be someone who has proven experience as a Helpdesk Manager and knows how to motivate your team, identify areas of improvement and drive initiatives that relate to an effective helpdesk function. If you have experience in retail, even better! Please note, there will be a monthly on-call requirement to this role too.
If you’ve gotten to the end of this advert and think this is something that might just be the right move to kick-start the new financial year, let’s chat! Apply or email me at [email protected]

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Date Listed
[email protected]
Permanent / Full Time